Customer Service Department Assistant (Mandarin)

Job Responsibilities:

1. Administrative Support

• Assist in preparing reports, schedules, and documentation for the customer service and data entry clerk team.
• Maintain and update customer service databases, records, and files.
• Monitor and organize incoming emails, messages, and inquiries.

1. Customer Assistance

• Respond to basic customer inquiries through phone, email, or chat.
• Direct complex issues to the appropriate customer service representative or supervisor.
• Provide customers with updates on their requests, orders, or complaints.

1. Team Support

• Coordinate with other departments (e.g., operations, finance, sales) to resolve customer concerns.
• Assist in training new staff on processes, tools, and customer service standards.
• Help track team performance indicators (e.g., response time, resolution rate).

1. Process Improvement

• Suggest ways to improve workflows and customer satisfaction.
• Support implementation of new customer service tools or systems.

1. Employee Relations & HR Coordination

• Assist in maintaining positive employee relations within the team.
• Prepare and manage the monthly work schedule.
• Monitor and track attendance, absences, and leaves.
• Prepare and file incident reports when necessary.
• Coordinate closely with the HR department on employee-related matters.

Qualifications:

• Bachelor’s degree in any four-year course
• Previous administrative or customer service experience is an advantage
• Knowledge of payment systems and financial regulations
• Strong attention to detail with excellent organizational skills
• Proficiency in MS Office (especially Excel); knowledge of accounting software is a plus
• Organized, detail-oriented, and able to multitask
• Strong communication and problem-solving skills
• Proficiency in Mandarin (spoken and written) is required