Customer Service Advisor - Mandarin Speaker | Commerce

Our client are the worldwide leader in outsourced omnichannel customer experience management. They connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

Short Overview of Job Responsibilities

Customer Service Advisor (CSA) jobs continue to be on the rise as more businesses are being engaged through social media platform. CSA responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities of this social media in order to provide customers’ satisfaction on high quality advertisement and promotions.

Responsibilities:

• Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
• Identify customer needs and assist them in using specific features and functionalities in the social media platform
• Follow-up with customers to ensure their technical issues are resolved
• Become and remain knowledgeable about social media products and community standards
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Identify inefficiencies in workflows and suggest solutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, and escalate issues outside the company policy to the global team

• Possess professional customer service skills; solutions mindset, multi-tasking, passion for customers and ability to deliver exemplary customer experience.
• Prior working experiences in customer-oriented product environment, consulting, or operations role
• Ability to follow process and collaborate effectively to work in a team
• Excellent written and communication skills in native and English language, Simplified Mandarin and Traditional Mandarin
• Basic knowledge on Social media platforms as well as Computer operations.

Preferred Qualifications:

• Inbound calls, email and chat support experience as an advantage.
• Have exceptional grammar typing accuracy skills – experience with business communication
• Patience when handling tough cases
• High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported
• Flexible in shifting schedule