Customer Experience Specialist – Mandarin Chinese Required

POSITION SUMMARY
The Customer Experience Specialist creates, facilitates, coordinates, and oversees the customer service experience from start to finish. You will be responsible for ensuring timely and positive interactions through all customer communication channels while also contributing to the overall success and ongoing improvement of the customer experience through the first-hand handling of customer interactions and project implementation.

This position requires communication with the warehouse team in China, so speaking and writing MANDARIN CHINESE IS REQUIRED on group chat is REQUIRED.

RESPONSIBILITIES
– Ensure timely and appropriate responses in all care channels (Chat Apps, Chat Bots, Email, Amazon, Reddit posts, and Instagram, around 200 total per day)
– Manage and help establish Customer Experience team KPIs
– Complete and implement customer service training (offline only)
– Report on all customer experience KPIs
– Systematize the customer experience function, including tools supporting reps in efficiently managing tickets
– Create and manage documentation of policies and SOPs
– Utilize documentation to aid in the creation and implementation of self-serve and automated contact channels (FAQ page and chatbot)
– Identify upstream customer pain points, escalate them to the broader team, and follow them through the resolution
– Identify ways to improve the ChatBot to reduce tickets and follow improvements through implementation

QUALIFICATIONS
– Intermediate Mandarin Chinese language skill is required
– Excellent communication and organizational skills
– Capable of coaching others and providing feedback
– Creative problem-solving and strategic thinking
– Efficient knowledge of customer service tech platforms and Shopify systems
– A high level of empathy for the customer and curiosity about their experience with us
– You must respond to this job posting by changing the subject title to “mkt shopify cs mandarin”

BENEFITS
– Flexible hours and work online and from anywhere *after completing training.
– Competitive cash compensation plus bonus for outstanding performance.
– No travel is required.
– No phone call is required.