Bilingual Customer Support Representative – Mandarin
ABOUT THE COMPANY:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.
We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com
BASIC JOB SUMMARY:
As a versatile Bilingual Customer Support Representative at Ethos Support, you will be on the forefront of delivering exceptional customer experiences across various communication channels, including voice, chat, email, and social media. You will have the opportunity to serve dedicated clients or handle multiple-client/shared desk assignments while utilizing your bilingual skills, contributing to the growth and success of our startup BPO.
- Provide high-quality bilingual customer support through voice calls, chat, email, and social media interactions.
- Engage with customers proficiently in both languages, addressing inquiries, concerns, and issues effectively.
- Ensure prompt and accurate resolution of customer inquiries, striving for first-contact resolution whenever possible.
- Collaborate with cross-functional teams to escalate complex issues and follow through on resolutions.
- Maintain a deep understanding of clients’ products, services, and brand to provide tailored support.
- Document and update customer interactions in the CRM system to ensure accurate records.
- Adapt to varying client requirements, workflows, and communication styles for dedicated or shared assignments.
- Contribute to the identification of trends and opportunities for process improvements.
- Other duties as assigned.
- Please note, English is required in addition to native or proficiency in one or more of the following languages would qualify as bilingual or multi-lingual for this role:
- French – Canadian
- French – Parisian
- Proven experience in bilingual customer service, preferably in a BPO, call center, or multi-channel support environment is a benefit.
- Demonstrated experience in providing support through voice, chat, email, and social media platforms.
- Excellent verbal and written communication skills across multiple channels.
- Proficiency in using CRM systems, chat tools, and social media platforms for customer support.
- Strong active listening skills to understand and address customer needs effectively.
- Ability to manage multiple tasks, prioritize, and adapt in a dynamic environment.
- Customer-focused approach with a commitment to delivering exceptional experiences.
- Empathy and patience when interacting with customers from diverse backgrounds.
- Collaborative team player with adaptability to client-specific requirements.
- Attention to detail in documenting customer interactions and maintaining accurate records.
- Problem-solving skills to address customer inquiries and find appropriate solutions.
- Flexibility to handle dedicated client support or shared desk assignments, adapting to varying client needs.
- Willingness to stay updated with industry trends, technology advancements, and best practices in customer support.
- Understanding of Microsoft Suite, Google Suite, Zendesk, Gorgias, and other CRM systems and chat tools, and ability to learn other quickly.
Equal Opportunity Employer Statement:
Ethos Support is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace that values and respects all individuals, regardless of their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse workforce is essential for fostering innovation, creativity, and achieving our company’s goals.
All qualified applicants will receive consideration for employment without regard to any protected status as defined by applicable law.
We strive to cultivate a work environment that encourages fairness, teamwork, and mutual respect, where every employee can thrive and contribute to the success of our company. We actively promote diversity in all aspects of employment and are committed to providing an inclusive and welcoming environment for all employees.
Join us at Ethos Support and be a part of our mission to deliver exceptional services while embracing the strengths that come from our diverse team.