Basic Info

Job Description

Are you fluent in Traditional Mandarin and passionate about delivering top-notch customer service? We are looking for a Customer Support to handle the Taiwan market, providing exceptional customer experiences through inbound/outbound calls, emails, and live chat support. In this role, you will be responsible for problem-solving, troubleshooting, and assisting customers while ensuring professionalism and efficiency. This is a great opportunity to work with a global team, enhance your customer engagement skills, and develop critical thinking and communication abilities. If you are detail-oriented, adaptable, and enjoy working in a fast-paced environment, this is the perfect role for you! Join us and be part of an exciting customer-focused team, where career growth and learning opportunities await
 

• Handle inbound and outbound calls, emails, and live chat support for the Taiwan market.
• Provide accurate and timely responses to customer inquiries in Traditional Mandarin.
• Monitor and filter content from the client’s website.
• Perform data and research functions to support customer requests.
• Assist customers using basic troubleshooting techniques.
• Manage and resolve customer complaints in a professional manner.
• Identify and escalate priority issues when necessary.
• Route calls to the appropriate department when needed.
• Document customer interactions following company standard procedures.
• Ensure customer satisfaction by adhering to quality guidelines.
• Meet and exceed client-mandated Key Performance Indicators (KPIs).
• Maintain confidentiality of all login credentials and sensitive data.
• Participate in mandatory internal and external training sessions.
• Stay updated on company policies, procedures, and product knowledge.
• Provide feedback to management on potential areas of improvement.
• Perform other duties as assigned by management.

Job Requirements

• Fluency in Traditional Mandarin (written and spoken) is required as this role serves the Taiwan market.
• Proficiency in English for internal communication and reporting.
• Willing to work on cyclical schedules (shifts, weekends, holidays).
• Experience in phone, email, and live chat support is an advantage.
• Prior experience in Customer Service, Sales, Billing, Collections, or Technical Support is preferred.
• Strong verbal and written communication skills.
• Proficient in computer usage, including Windows OS, Apple OS X, Microsoft Office, and Google applications.
• Typing speed: 30 WPM (voice support), 35 WPM (non-voice support).
• Strong problem-solving and critical thinking skills, focusing on customer satisfaction.
• Detail-oriented, resourceful, and capable of multitasking.
• Self-motivated and able to work independently as well as in a team-oriented environment.
• Adaptable to frequent process and information changes.
• Ability to work under pressure and handle high-stress situations professionally.