Flipdish is expanding its team of Customer Support Agents, responsible for ensuring a seamless customer experience.
This role, based in our Dublin office, focuses on helping our Mandarin customers by providing excellent customer support.
Key Responsibilities
Provide outstanding customer support: respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring a positive and satisfactory resolution.
Handle customer complaints: actively listen, empathize, and resolve issues in a timely manner, demonstrating excellent problem-solving skills.
Communicate effectively: clearly and concisely convey information, instructions, and solutions to customers in a friendly and professional manner, adapting to the customer's needs.
Maintain accurate records: document customer interactions, issues, and resolutions accurately and comprehensively in Salesforce, ensuring proper tracking and follow-up.
Collaborate with team members: work closely with the support team and other departments to elevate complex issues, share knowledge, and contribute to continuous process improvement.
Stay updated on product knowledge: maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers.
Adhere to SLAs: meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
Embrace a positive customer-focused mindset: strive to create exceptional customer experiences, building and maintaining strong relationships through friendly, helpful, and professional interactions.
Qualifications
Relevant experience in Mandarin/Chinese speaking roles.
A focus on delivering great customer experiences.
Strong organisational and problem-solving skills.
Technical troubleshooting proficiency.
Fluency in Mandarin.
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