Mandarin Bilingual Customer Support Specialist

Job Expectations:

• Position Type: Experienced - Individual Contributor
• Employment Type: Full-Time; Permanent (Direct Hire)
• Work Setup & Location: Hybrid (3-4x onsite/week) - Makati/Taguig
• Work Schedule: Weekdays; Night Shift (US)
• Headcounts Needed: 10+ FTEs
• Industry: IT Consulting (BPO)

About the Job:

We are looking for a Mandarin Bilingual Customer Support Specialist to join our client's team and provide support to US-based customers through voice-based customer service interactions. In this role, you will serve as the primary point of contact for customers, handling inquiries, resolving concerns, and delivering exceptional service in both Mandarin and English. You will play a key role in ensuring a positive customer experience while meeting service quality and performance standards.

Key Responsibilities:

• Provide customer support by addressing inquiries, concerns, and service requests.
• Provide accurate and timely information regarding products, services, accounts, and company policies.
• Address and resolve customer concerns, issues, and complaints in a professional and efficient manner.
• Escalate complex or unresolved cases to the appropriate teams for further investigation and resolution.
• Build and maintain positive customer relationships through exceptional communication and service.
• Accurately document customer interactions, transactions, and resolutions in company systems.
• Consistently meet service level agreements (SLAs), productivity goals, and quality standards.
• Collaborate with internal teams to ensure prompt issue resolution and deliver a seamless customer experience.

Qualifications:

• Bachelor's Degree in any field preferred.
• Fluent in Mandarin and English with excellent verbal communication skills.
• HSK (Hanyu Shuiping Kaoshi) Level 5 or higher certification is preferred; equivalent Mandarin language proficiency will also be considered.
• Previous customer service, contact center, BPO, or client-facing experience is an advantage.
• Open to candidates with strong communication skills and a customer-oriented mindset.
• Excellent interpersonal, active listening, and problem-solving skills.
• Comfortable handling voice-based customer interactions.
• Proficient in basic computer applications and customer support systems.
• Willing to work on a shifting schedule, including US business hours if required.
• Can work in a fast-paced and customer-focused environment.

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