Customer Service Representative Bilingual (Mandarin)

Job Summary

The position supports overall service efficiency by following SOPs, utilizing available tools (including AI systems), and escalating complex concerns when necessary.

Relationships

• Operations & User Operations Teams
• Product & Technology Teams
• Marketing & Campaign Teams
• Risk & Compliance Teams

• Customers / End Users
• Customer service platform providers

Core Pillars

• Deliver consistent, high-quality support and positive user experiences.

• Resolve customer concerns accurately and within defined service timelines.

• Follow established SOPs, scripts, and quality standards in all interactions.

• Adapt to feedback, improve service skills, and stay updated on processes.

• Effectively use customer service tools and AI systems to enhance efficiency.

Key Responsibilities

• Handle inbound and outbound customer interactions via voice, chat, email, or social media.
• Respond to customer inquiries promptly and professionally.
• Resolve customer concerns based on established guidelines and procedures.

• Follow standard scripts and communication guidelines.
• Ensure consistency in responses across different scenarios.
• Apply SOPs to deliver accurate and compliant service.

• Meet defined service KPIs (e.g., response time, resolution rate, quality scores).
• Maintain professionalism, empathy, and clarity in all customer interactions.
• Participate in quality evaluations and apply feedback for improvement.

• Analyze call data to identify customer needs, trends, and pain points.
• Prepare reports and provide actionable insights to stakeholders.
• Collaborate with product and operations teams for service improvements.
• Identify risks and escalate critical issues in a timely manner.

• Identify complex or sensitive issues and escalate to supervisors when necessary.
• Coordinate with internal teams to resolve customer concerns.
• Provide accurate information to support issue resolution.

• Use CRM systems, ticketing tools, and AI support platforms efficiently.
• Follow recommended workflows for handling inquiries and updating records.

• Adapt to operational updates, new processes, and campaign-related inquiries.
• Assist during high-volume periods or service disruptions.

Key Competencies

• Strong focus on delivering positive customer experiences

• Clear and effective verbal and written communication

• Ability to resolve customer concerns using available resources

• Accuracy in handling customer information and processes

• Ability to adjust to changing processes and customer needs

• Works effectively with team members and other departments

• Ability to use customer service tools and systems

• Familiarity with customer service platforms and AI tools

• Customer Satisfaction Score (CSAT)
• First Call Resolution (FCR) Rate
• Average Response Time / Handling Time
• Service Quality Scores (QA)

Job Qualifications

• Bachelor’s Degree in Business Administration, Communications, or related field (preferred)

• At least 1 year of experience in customer service or call center operations (preferred)

• Basic knowledge of customer service platforms (CRM, ticketing systems)
• Familiarity with multi-channel support (voice, chat, email, social media)
• Experience with AI tools (chatbots or automation) is an advantage

• Strong English and Tagalog communication skills
• Customer-focused mindset with good interpersonal skills
• Ability to follow scripts, SOPs, and service guidelines
• Willingness to learn and adapt in a fast-paced environment
• Ability to handle customer concerns calmly and professionally