Customer Support Agent (Mandarin Fluency)

Flipdish is expanding its team of Customer Support Agents, responsible for ensuring a seamless customer experience. This role, based in our Dublin office, focuses on helping our Mandarin customers by providing excellent customer support.

Key Responsibilities

• Provide outstanding customer support: respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring a positive and satisfactory resolution.
• Handle customer complaints: actively listen, empathize, and resolve issues in a timely manner, demonstrating excellent problem solving skills.
• Communicate effectively: clearly and concisely convey information, instructions, and solutions to customers in a friendly and professional manner, adapting to the customer's needs.
• Maintain accurate records: document customer interactions, issues, and resolutions accurately and comprehensively in Salesforce, ensuring proper tracking and follow up.
• Collaborate with team members: work closely with the support team and other departments to elevate complex issues, share knowledge, and contribute to continuous process improvement.
• Stay updated on product knowledge: maintain a solid understanding of our software and services, staying up to date with new features, updates, and industry trends to provide accurate information to customers.
• Adhere to SLAs: meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
• Embrace a positive customer focused mindset: strive to create exceptional customer experiences, building and maintaining strong relationships through friendly, helpful, and professional interactions.

Qualifications

• Relevant experience in Mandarin/Chinese speaking roles.
• A focus on delivering great customer experiences.
• Strong organisational and problem solving skills.
• Technical troubleshooting proficiency.
• Fluency in Mandarin.