Bilingual B2B Customer Service Agent (Mandarin)

Job Title: Bilingual Customer Service Agent (Mandarin)

Position Type: 1 year Contract (recurrent contract with extension)

Location: Sunnyvale, CA (Hybrid: 3 days/week)

Job ID: #148278

Rate -30-35/hr

Company Overview

Founded in 2009, IntelliPro stands as a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. With a dynamic presence in the USA, China, Canada, Singapore, Philippines, UK, India, Netherlands, and Germany, we continue to lead the way in global talent solutions.

IntelliPro, a global leader in connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.

Job Summary

As a Customer Service Agent, you will deliver exceptional support to a diverse clientele. In this dynamic role, you’ll assist customers across multiple channels, resolve complaints, gather feedback, and foster long-term relationships—all while contributing to business growth. This is a fantastic opportunity to enhance customer experiences in a fast-evolving industry.

*** Bilingual in English and Mandarin is preferred due to international communication. ***

Responsibilities and Duties

Shift Timing   - Working hours will most likely be 3pm PST - 12am PST

1. Efficient Client Support:

• Respond to clients' inquiries via hotline, email, and live chat, providing accurate information, guidance, and timely resolutions to their concerns.
• Maintain professionalism and empathy throughout all interactions, demonstrating a strong commitment to delivering world-class customer service.

2. Complaint Management and Resolution:

• Thoroughly investigate and follow up on customer complaints, coordinating with relevant internal departments to identify appropriate solutions.
• Proactively escalate issues when necessary, ensuring prompt attention and resolution to critical matters while keeping clients informed throughout the process.

3. Customer Feedback and Advocacy:

• Collect, analyze, and report on customers' opinions, preferences, and pain points, serving as a vital link between clients and the business.
• Promptly escalate urgent issues and suggest improvement opportunities to senior management, contributing to continuous enhancement of our products and services.

4. Customer Satisfaction and Loyalty Enhancement:

• Develop and implement strategies aimed at increasing customer satisfaction, such as personalized engagement initiatives, educational resources, or process optimizations.
• Cultivate lasting relationships with clients by understanding their evolving needs, anticipating challenges, and proactively offering tailored support and solutions.

Qualifications and Skills

1. Experience and Industry Knowledge:

• A minimum of 1 year of solid experience in client servicing and account management, preferably within the payment services industry or ecommerce marketplaces.
• Demonstrated understanding of payment processing, online marketplaces, and related regulatory environments.

2. Performance and Results Orientation:

• Strong focus on achieving business targets and delivering measurable results through effective customer relationship management.
• Customer-focused mindset, consistently striving to exceed expectations and drive customer loyalty.

3. Exceptional Communication and Relationship Building Skills:

• Excellent verbal and written communication abilities in English, with the capacity to convey complex information clearly and concisely.
• Proficiency in spoken and written Chinese is highly desirable, enabling effective communication with a diverse clientele.
• Proven ability to establish and nurture strong rapport with clients, building trust and fostering long-term partnerships.

4. Adaptability and Learning Attitude:

• Demonstrated adaptability to changing circumstances and a keen willingness to learn new skills and technologies to stay ahead in a rapidly evolving industry.
• Responsible and proactive approach to problem-solving, displaying resilience in challenging situations and a commitment to finding innovative solutions.

​​​​​​​5. Education:

• Tertiary education or higher in a relevant field, such as Business Administration, Finance, or Marketing.

Benefits and Perks

Healthcare and Dental Benefits