A Bilingual Support Agent plays a vital role in delivering customer support via phone channels in both English and Mandarin. Responsibilities include addressing customer inquiries, handling complaints and issues, and providing timely and accurate responses. Effective communication in both languages and excellent customer service skills are essential for success in this role.
We are currently pooling candidates for this role.
Responsibilities
Respond to customer inquiries and issues through phone channels in English and Spanish.
Provide timely and accurate responses to customer inquiries and issues.
Provide first-call resolution while following strict processes that meet quality and compliance guidelines.
Document all customer interactions in the designated tracking system of the client.
Follow up and engage with the customers to ensure issues have been resolved to their satisfaction
Ensure that all customer interactions comply with company policies and procedures.
Continuously improve customer support processes and procedures to increase efficiency and productivity.
Perform other tasks required by the client involving testing, monitoring, and doing outbound calls as necessary.
Skills & Qualifications
Proficient in both English & Mandarin (verbal and written).
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Ability to work independently and as part of a team.
Strong problem-solving skills.
Attention to detail and accuracy.
Ability to maintain confidentiality.
Strong customer service skills.
Computer and internet savvy.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Education & Experience
Bachelor's degree in any field
Call center experience is an advantage but not required.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!