Customer Support Agent (Mandarin Fluency)

About this role

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, empathize 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 escalate 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
• 🦄 About Flipdish
• We’re Flipdish, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast Flipdish has grown, we’ve evolved around our customers and their needs. We’re not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry.
• We go to great lengths to understand our customers (check out our C-suite on work experience). We’re food industry natives. We’ve worked in busy kitchens and run busy restaurant franchises. We don’t just help our customers deal with real life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do.
• 🫀Our culture
• At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is (and it is!). But, this all depends on our employees. And that’s because we trust our employees to define what sort of an employer Flipdish is.
• Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment.
• We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. And all permanent employees qualify for our share scheme because we share our success.
• We certainly encourage flexibility where possible and combine this with beautiful offices in bustling cities like Dublin, London and Karachi. We’re focused on getting the most out of our time together, output and team energy is at the heart of our hub based philosophy - not an attendance ticking exercise!
• So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up.
• 🙈Don’t be shy. Apply.
• We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch.
• We also understand some candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.