Bilingual Mandarin Representative
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Position Title: Bilingual Mandarin Representative

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Primary Objectives:

To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.

Job 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 un resolvable issues for our Tier 3 experts.

Qualifications:

  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

Disclaimer:

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.