Remote Customer Service Representative (Fluent in English & Chinese)

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Requirements:

• 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.

Responsibilities:

• 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.