Customer Service Agent – Mandarin

About the role

We are looking for a bilingual Customer Service Agent who speaks Mandarin and English to support restaurant owners using our all‑in‑one POS and online ordering platform. The role involves handling inbound calls and chats, providing accurate information, troubleshooting technical issues, and ensuring a smooth experience for our customers.

Key responsibilities

• Answer phone calls and chat messages, often handling multiple conversations simultaneously.
• Provide detailed information on menus, equipment, services, payment processing, and platform policies.
• Troubleshoot Android‑based software and native hardware issues, investigating data and system errors.
• Escalate complex problems to the appropriate technical or managerial team.
• Maintain accurate records of interactions and follow‑up actions in the designated system.
• Take real‑time notes while navigating multiple databases and screens.

Required profile

• Fluent in Mandarin and English, both spoken and written.
• Strong empathy, emotional intelligence, and ability to understand customer perspectives.
• High attention to detail, multitasking ability, and willingness to work a 24/7 schedule.
• Minimum high school diploma or GED; must be 18 years or older.
• Typing speed of at least 25 WPM and no active corrective actions.

Required skills

• Technical troubleshooting of Android‑based applications and native hardware.
• Proficiency with mobile application support and navigating multiple software platforms.
• Ability to use computers, internet, and relevant systems efficiently.