Remote Customer Service Representative (Fluent in English & Chinese)

Fluent in both English and Chinese (written and spoken). Proven customer service experience, preferably in a remote setting. Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to handle multiple tasks and work independently in a remote environment. Strong computer skills and proficiency in using customer service software (e.g., Zendesk, Freshdesk) and Microsoft Office Suite.

Respond to customer inquiries via email, phone, and live chat in both English and Chinese. Provide accurate and timely information regarding our products/services. Resolve customer complaints and concerns with a focus on customer satisfaction. Assist in processing orders, returns, and exchanges. Maintain accurate records of customer interactions and transactions. Collaborate with internal teams to resolve customer issues or escalate complex cases when necessary. Ensure all service level agreements (SLAs) and targets are met within the stipulated time. Provide feedback to management regarding recurring customer issues or potential improvements in processes.