Bilingual CSR - Mandarin
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​POSITION SUMMARY:  Handles customer service inquiries and problems via telephone, internet or written correspondence. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures. Act as a subject matter expert by providing training, coaching, or responding to complex issues.  Customer Service delivers innovative, proactive and compassionate service that exceeds our member expectations. We are the knowledgeable, trusted, advocates for our members. 
 

Job Description

  • Understand customer’s issue, inform them of how to resolve (if possible)
  • Categorize the issue report back to the Client (if immediate resolution is not possible) 
  • Provide weekly updates of bug trends via comprehensive reporting, and escalate high-priority issues to Client as soon as possible.
  • Provide responses to customer support request via the email based ticketing system. 

Qualifications

  • Strong written/verbal communication, respective to language of support
  • Their customer facing communication should meet and exceed quality and productivity standards set regarding:
  • Articulate, Accurate, Timely, and Reflective of Brand Voice
  • Willing to work in Clark, Pampanga
  • Willing to work in shifting schedule.