Customer Service Agent - Mandarin

Overview

This system is used by restaurants to take orders, process payments, and manage the business. Also, it combines many of the systems needed to run a restaurant — including a point-of-sale system, payment processing, and online ordering — into a single platform. While many competitors offer similar combined services, the platform stands out for making software and hardware exclusively for restaurants.

Responsibilities

• Answering calls: spends most of their time answering customer inquiries, either by phone or through other channels.
• Answering chats: Agents provide requested information and follow ups for employees via chat. Able to maintain more than one chat concurrently.
• Providing information: They need to be well-versed in an array of topics, policies, guidelines and regulations to accurately answer questions about menus, equipment, services, support, network, payments and more
• Troubleshooting: Agents may need to troubleshoot issues with systems or employee data, requiring some technical skills.
• Escalating issues: When a problem is beyond their ability to solve, they need to know how to escalate the issue to the appropriate personnel.
• Maintaining records: Agents need to keep records of customer interactions and issues to ensure proper follow-up in the designated system.

Qualifications

• Technically savvy individual who has a strong ability to troubleshoot an Android-based software + native hardware and the capacity/desire to expand their knowledgebase to better serve customers
• Multi-tasker who is comfortable with taking notes in real-time, navigating multiple databases, investigating, working on multiple screens, speaking to the customer, and collaborating with peers in a time-conscious results-driven workflow
• Strong empathy and emotional intelligence to understand the complexity of the issue and the experience from the customer's perspective
• Influencer who can clearly demonstrate to customers how the products work better together and provide insights into which features & services could be game changers for how they optimize their restaurants
• Curious learner who gets involved, and is willing to learn about the user and provide suggestions on how to enhance their experience with the system
• Heavy understanding of mobile applications and troubleshooting
• Speaks Mandarin and English fluently.
• Typing Speed 25 WPM.
• Ability to work with computer, internet and systems.
• No active Corrective Actions.
• Performance metrics on goal for the last 3 months.

Requirements:

• Comply with the internal transfer requirements according to its policy.
• High attention to detail and multitasking
• High school graduate or GED required
• Must be 18 years or older
• Full schedule flexibility – able to work in a 24/7 schedule