Bilingual Mandarin Representative
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The Bilingual Mandarin Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.


Main Duties and Key Responsibilities:

  1. Assisting users with login and registration processes.
  2. Assisting users with account updates.
  3. Providing account approvals for new user accounts.
  4. Assisting users with module allocations.
  5. Assisting users with tracking payments in limited scenarios.
  6. Fixing issues with coupon codes 3. Providing invoice links or PDFs via email, generated from our system, in limited scenarios.
  7. Liaising with our internal payment support expert to support them.
  8. Helping users manage module sharing and posting requests.
  9. Triaging bugs in the system 3. Assisting users with navigating and using the overall system.
  10. Flagging technical issues and escalating to Tier.
  11. Flagging module issues and escalating to Tier 3.
  12. Assisting to report technical issues in Jira.
  13. Answering content-based questions with links to existing guidance content.
  14. Answering basic function questions by confirming with Coalition Customer Success Manager.
  15. Analyzing user questions and helping find the appropriate response.
  16. Collecting user’s feedback (if any) and reporting to Coalition Customer Success Manager.
  17. Flagging unresolvable issues for our Tier 3 experts.



  1. Able to speak Mandarin and English fluently
  2. Able to read and write Mandarin and English with clarity
  3. Proven customer support experience
  4. Excellent written and verbal communication skills required
  5. Ability to multitask and meet established deadlines; must be a self-starter and be able to work independently as well as being a team player.
  6. Ability to work in a fast-paced environment; strong organizational skills a must.
  7. Previous experience with Zendesk is a huge bonus!
  8. A go-getter attitude would help a candidate be successful in this role.
  9. Must willing to work in Clark, Pampanga
  10. Must willing to work in shifting schedule
  11. Must be able to pass a background check

*The duties and responsibilities listed above describe the post as it is in general terms and are not definitive.  The post holder is expected to accept any reasonable alterations that may from time to time be necessary"