Customer Support Agent (Mandarin Fluency)

At Flipdish, we're turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We provide our customers with a suite of powerful, but straightforward tech along with (real human) support, so they can thrive on their own terms.

Everything we do is designed to make running a restaurant satisfyingly simple, in a world that's anything but.

About this role

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

Key Responsibilities

• Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution.
• Handle customer complaints: Actively listen to customers, empathise with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem solving skills.
• Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs.
• Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our 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 service level agreements (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 customer relationships through friendly, helpful, and professional interactions.

We're looking for:

• 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.