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Mandarin Language Customer Support Specialist

External
workstream logoWorkstream · Manila, Philippines
Full-timeOn-site3w ago
LessPayroll
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Requirements

  • Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such.
  • 1 to 3 years experience as a Customer Support Specialist or similar CS role
  • Must be fluent in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
  • Must have Phone Support experience
  • Must have experience using help desk software and remote support tools
  • Strong knowledge of Payroll and related HR products
  • Must be willing to work following the US time zone
  • Must have a high-speed and stable primary and backup internet connection ( at least 50 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results.
  • Must be willing to attend occasional in-person meetings in Metro Manila
  • Know More About Workstream
  • https://www.workstream.us/blog/funding-series-b
  • https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/
  • https://techbuzz.news/buzzworthy-august-27-2021/
  • Additional Information
  • We are committed to the full inclusion of all qualified individuals.

Benefits

Permanently RemotePay wired directly to your bank account$50 Monthly StipendAnnual BonusPerformance-based bonusesFlexible PTOEnjoy company time off during some of the major US and PH HolidaysCompany-issued DeviceCareer fast track for performers and internal mobilityLearn from a team of Stanford, MIT, Google and Harvard alumniGrow With UsDay In The LifeCustomer SupportYou will be the primary point of contact for our Mandarin customers via phone, email, and chat, addressing a broad range of issues and requests related to our products.Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.Maintain a positive, empathetic, and professional attitude toward customers at all timesProactively check in with clients until the issue is resolvedActively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.Customer SuccessYou will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platformYou will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughsVision insurancePaid time offRemote work optionsFlexible schedulePerformance bonus

Additional Information

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive. Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue. Values Here are our Company Values and we'd love to have individuals who can be a culture add to our team!

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