Bilingual Customer Support Specialist (Mandarin)

We are looking for a communicative and empathetic Bilingual Customer Service Representative to join our global support team. In this role, you will be the primary point of contact for our Chinese-speaking customers, ensuring they receive world-class service in their preferred language.

 

Core Responsibilities

• Multilingual Support: Handle inbound inquiries via phone, email, and live chat in English and either Mandarin.

• Problem Solving: Diagnose and resolve customer issues regarding account management, billing, or product troubleshooting with patience and precision.

• Cultural Liaison: Act as a cultural bridge, ensuring that communication is not only linguistically accurate but also culturally appropriate.

• Documentation: Maintain detailed and accurate records of customer interactions within our CRM system.

• Feedback Loop: Escalate recurring issues or product bugs to the management team to help improve the overall user experience.

• Language Proficiency: Native or professional fluency in Mandarin (written and verbal) and high proficiency in English.

• Communication: Exceptional active listening skills and the ability to explain complex concepts simply.

• Tech Savvy: Familiarity with CRM software (e.g., Salesforce, Zendesk) and standard office productivity tools.

• Adaptability: Ability to thrive in a fast-paced environment and handle difficult conversations with a calm, professional "can-do" attitude.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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