Customer Service

About the Role

We are looking for a Customer Service who is fluent in Chinese (Mandarin) and English to support our customers, handle inquiries, and ensure a smooth experience across all communication channels.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and messaging apps in Chinese and English

• Provide accurate product / service information and resolve issues in a timely manner

• Handle complaints professionally and follow up until resolution

• Record all customer interactions in the system (CRM / ticketing tool)

• Coordinate with internal teams (sales, operations, technical, etc.) to solve customer problems

• Assist with translations (Chinese ↔ English) for customers or internal documents when needed

• Escalate complex issues to the relevant team or manager

• Collect customer feedback and share improvement suggestions

• Maintain a polite, patient, and professional tone in all communication

Requirements

• Fluent in Chinese (Mandarin) – written and spoken

• Good English – written and spoken

• Previous experience in customer service, call center, front office, or support role (preferred but not always required if skills are strong)

• Strong communication and listening skills

• Able to stay calm and professional with difficult or upset customers

• Basic computer skills: email, chat tools, CRM or ticketing systems (or ability to learn fast)

• Strong sense of responsibility and attention to detail