Mandarin Customer Support Executive

5 days ago


Melbourne, Australia Real Time Australia Full time

$48 per hour incl. super + laptop + trainings
- 12-months contract; Melbourne based (Currently WFH + future hybrid setup)
- Shift coverage: 10:30am-7pm, then transition to 11:30am-8pm

Are you passionate about providing Customer Service & can speak fluent Mandarin + English?

This is an amazing opportunity to join an
**award-winning & well trusted Tech company** recognized for their enterprise-grade cloud based platform, reliable & knowledgeable customer support and market leading growth

**What you’ll be doing**:
This role will see you working with one of the best web security providers in the world & learning from leading experts in the industry.

The Customer Service Specialist will be responsible for
**_2 key areas_**:
**Customer authentication** and
**Customer service**.
- Follow policy guidelines, and show due diligence and care while reviewing documentation and customer information
- Work with the customer to ensure they fulfil the company’s security requirements
- Understand product line
- Respond to customer's enquiries regarding the status of their order
- Verify that correct payment or payment authorization is received
- Provide the customer with possible solutions to expedite issuance of their order within the company’s SLA
- Work with the team to resolve customer issues & escalate unusual issues to management that cannot be resolved in a timely manner
- Seek assistance from other team members to resolve policy, process and procedural issues.
- Actively participate in authentication projects & recommend procedural improvements to strengthen security, maximize operational efficiency & drive customer satisfaction

**Qualifications**:

- Must have excellent written & oral communication proficiency in both Mandarin + English
- Working in a Policy/Compliance role would be an advantage (banking, finance, fraud)
- Diploma or Bachelor's degree preferred, but not required
- and we'll be in touch with you right away_



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