Multilingual Customer Support Specialist – Mandarin

Work Location: Quezon City, Philippines
Work Setup: 100% Onsite
Work Schedule: Shifting / Night Shift
Salary Range: ₱40,000 – ₱119,027.33
Sign-on Bonus: ₱20,000 + Incentives
Availability: ASAP
Headcount: 20

Job Overview

We are looking for fluent Mandarin-speaking candidates to join our multilingual customer support team in Quezon City. This opportunity is open to applicants with or without prior BPO experience.

The successful candidates will handle customer interactions in Mandarin and English through various support channels, including phone, chat, and email. They will assist customers with account inquiries, billing concerns, service requests, and general support needs while maintaining high standards of customer satisfaction, quality, and productivity.

Candidates must be fluent and spontaneous in Mandarin, possess working knowledge of English, and be legally eligible to work in the Philippines.

Key Responsibilities

• Handle inbound and outbound customer interactions professionally through phone, chat, email, and other support channels.

• Provide customer support in Mandarin and English, with Mandarin as the primary language for customer interactions.

• Assist customers with account-related inquiries, service requests, billing concerns, product information, and general support needs.

• Resolve customer concerns efficiently while delivering a positive customer experience.

• Communicate clearly, accurately, and professionally with customers from different cultural backgrounds.

• Understand customer concerns and respond appropriately to complex inquiries and conversations.

• Document customer interactions accurately using company systems and tools.

• Meet established quality, productivity, attendance, and customer satisfaction targets.

• Build customer trust and loyalty through effective communication and problem-solving.

• Perform other duties as assigned to support business and operational requirements.

Qualifications and Requirements

• Fluent in Mandarin, with the ability to communicate spontaneously and confidently in a professional environment.

• Able to understand complex and extended conversations, including implied meanings.

• Working knowledge of English is required, as training and client systems are conducted in English.

• Open to candidates with or without previous BPO experience.

• Previous collections experience is highly preferred but not mandatory.

• Understanding of the Order-to-Cash (O2C) process is highly preferred but not mandatory.

• Must be legally eligible to work in the Philippines and hold a valid working visa, where applicable.

• Temporary Resident Visa holders are also accepted for non-Filipino applicants.

• Must be currently eligible to work in the Philippines and available to start ASAP.

• Willing to work onsite in Quezon City on shifting or night schedules.

Language Requirements

• Mandarin: Fluent – mandatory.

• English: Working proficiency – required for training, internal communication, and client systems.

Compensation and Benefits

• Salary package ranging from ₱40,000 to ₱119,027.33.

• ₱20,000 sign-on bonus.

• Additional incentives.

• Health insurance.

• Life insurance.

• Paid training.

• Company events.

• Free parking.

• Opportunity for promotion to permanent employee.

Pre-Screening Questions

1. How would you describe your Mandarin language proficiency?

2. Can you speak fluently and spontaneously in Mandarin in a professional setting?

3. What is your current location?

4. What is your nationality?

5. What type of visa do you currently hold?

6. Do you have previous experience with the Order-to-Cash (O2C) process? If yes, please specify your experience.

7. Do you have previous collections experience?

8. What was your last drawn salary?

9. What is your expected salary?

10. What is your current notice period?

11. Are you willing to work onsite in Quezon City on a shifting/night-shift schedule?

12. Are you legally eligible to work in the Philippines and available to start ASAP?