Customer Service – Mandarin

EXPANSION INTERNATIONAL GROUP LIMITED; Hong Kong; Remote; HKD 270,000 - 486,000; Full time

Benefits offered by this job

Paid Time Off

Work From Home

Training & Development

Equipment provided

Job summary

Expansion International is building a team of Medical Video Remote Interpreters to serve the US healthcare system. Roles are fully remote, connecting English-speaking providers with Mandarin-speaking patients via video, with occasional phone sessions.

Training is provided; prior interpreting experience is a bonus, not required, and candidate backgrounds in customer service or healthcare support are welcomed.

Qualifications

• Fluent, professional level verbal communication in both English and Mandarin.
• Understanding of what medical interpreting involves, even informal experience accepted.
• Ability to interpret medical information accurately in both languages.

Responsibilities

• Provide accurate, complete video interpreting between English and Mandarin, with occasional phone sessions.
• Maintain confidentiality and comply with healthcare privacy requirements.
• Follow professional interpreter ethics and standards of practice.

Skills

English-Mandarin fluency

Video conferencing

Customer service mindset

Tools

Video conferencing platforms

Job description

Expansion International is partnering with our client, a healthcare interpreting and language services provider, to build out a team of Medical Video Remote Interpreters across multiple languages, including Mandarin. This is a newly scaling programme, so we are recruiting a number of interpreters as our client grows its remote interpreting capacity across the US healthcare system.

The role sits fully remote and connects healthcare professionals with patients who are more comfortable communicating in a language other than English, primarily through video, with occasional over-the-phone sessions.

This is a genuine route into a career in medical interpreting. Full training is provided, and previous professional interpreting experience is a bonus rather than a requirement, provided you can demonstrate strong bilingual fluency and a real understanding of what interpreting involves. This is an excellent opportunity for candidates with backgrounds in customer service, call centres, BPO, hospitality, healthcare support, or other client-facing roles who are interested in developing a career in medical interpreting.

The Role

As a Medical Video Remote Interpreter, you will facilitate clear, accurate communication between English speaking healthcare providers and Mandarin speaking patients, without adding, omitting, or changing the meaning of what is said. Sessions take place on camera, so a professional presence and a dedicated, quiet workspace are essential.

This is a client facing role. You will interact directly with patients and healthcare professionals in sensitive, and sometimes high pressure, medical situations, so composure, confidentiality, and cultural sensitivity matter as much as language skill.

Candidates go through a structured evaluation process (resume review, phone interview, recorded prescreen, a medical interpreting proficiency assessment, and a final interview), and successful candidates complete a foundations training programme before starting live sessions.

Key Responsibilities

• Provide accurate, complete, and respectful video interpreting between English and Mandarin, with occasional over-the-phone sessions.
• Facilitate communication faithfully, without adding, omitting, or altering the speakers' meaning.
• Follow professional interpreter ethics, standards of practice, and company procedures.
• Maintain confidentiality and comply with applicable healthcare privacy requirements.
• Demonstrate cultural responsiveness and respect for differing backgrounds, communication styles, and patient preferences.
• Maintain professional conduct before, during, and after each session, and use sound judgement around interpreter role boundaries.
• Adapt to evolving technology, workflows, and service requirements.
• Take part in required training, coaching, and quality related activities.

Required Skills & Experience

• Fluent, professional level verbal communication in both English and Mandarin.
• A genuine understanding of what medical interpreting involves. This can come from informal experience, such as interpreting for family members, rather than formal employment.
• Ability to interpret medical information accurately and completely in both languages.
• Willingness to complete a medical interpreting proficiency assessment as part of the selection process.
• Cultural responsiveness and comfort working within the US healthcare context.
• Strong professional reliability and sound judgement, with a customer service mindset.
• Comfort working with video conferencing platforms and adapting to new remote technology.
• Able to pass background and drug screening.
• A dedicated home workspace reserved for this role: a private, distraction-free room with a door that locks, where no one else can see your screen while you work, and wired high speed internet (no Wi-Fi, hotspot, satellite, or DSL). This is not a typical work-from-anywhere remote role, given the confidential nature of the sessions.
• Comfortable being on camera for the majority of each shift.
• Based in Hong Kong, available to work remotely.
• Please note this role will require working night shift hours, aligned with US Eastern Time (ET); exact schedule to be confirmed.

Nice to Have

Experience with any of the following would be advantageous but is not essential:

• Previous medical interpreting experience in a hospital, clinic, or healthcare setting.
• Formal medical interpreter training, or a related certificate or degree.
• National medical interpreter certification (for example CCHI or NBCMI), where available for the language.
• Experience interpreting over video or telephone platforms.
• Working knowledge of medical terminology in English and Mandarin.

We're Looking For Someone Who

• Is eager to learn and grow into a professional interpreting career, not just apply existing experience.
• Stays calm, composed, and professional under pressure, including in sensitive or emotional conversations.
• Takes feedback well and acts on it.
• Presents a professional, camera-ready image and shows up reliably for scheduled sessions.
• Has a genuine respect for patient confidentiality and dignity.

Preferred Background

We are particularly interested in professionals who have experience working in:

• Healthcare or clinical support roles.
• Customer service, call centre, or BPO environments with a high standard of professionalism.
• Language services, translation, or interpreting, whether formal or informal.

Paid Time Off

Work From Home

Training & Development

Equipment provided