Mandarin Email Support - Onsite (BGC) - Day Shift

HGS Offshore Staffing Solutions; Taguig; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

HGS Offshore Staffing Solutions is seeking an Email Support/TSR - Mandarin to assist end users, service providers, and dealers via email and digital channels. The role emphasizes resolving product and service inquiries, troubleshooting issues, and coordinating service actions to deliver exceptional customer care.

Ideal candidates will be fluent in Mandarin and English, possess strong communication skills, and handle multiple cases in a fast-paced environment while meeting SLAs and maintaining

Qualifications

• Bachelor's degree preferred.
• 1–2 years of experience in customer service or technical support.
• Fluent in Mandarin and English.

Responsibilities

• Provide customer support via email and other channels, including phone when needed.
• Respond to inquiries and resolve service-related concerns within SLAs.
• Troubleshoot equipment issues and coordinate service requests/work orders.
• Verify warranties and process parts orders and shipments.
• Document customer interactions and resolutions in company systems.
• Recommend relevant products, parts, or service agreements as appropriate.
• Ensure timely case resolution and high customer satisfaction.
• Collaborate with internal teams to address complex issues and improve support processes.
• Adhere to company policies, procedures, and quality standards.

Skills

Mandarin

English

Customer service

Education

Bachelor's degree

Job description

The Email Support/TSR - Mandarin is responsible for providing customer support to end users, authorized service providers, and dealers through email and other communication channels. This role focuses on resolving product and service-related inquiries, troubleshooting technical concerns, coordinating service actions, and ensuring an exceptional customer experience.

The ideal candidate possesses strong written and verbal communication skills in both Mandarin and English, demonstrates excellent problem-solving abilities, and can effectively manage multiple customer cases in a fast-paced environment.

JOB DUTIES AND RESPONSIBILITIES:

• Provide customer support through email and other digital channels, with phone support when necessary.
• Respond to inquiries and resolve service-related concerns within SLAs.
• Troubleshoot fitness equipment issues and coordinate service requests/work orders.
• Verify warranties and process parts orders and shipments.
• Document customer interactions, resolutions, and best practices in company systems.
• Recommend relevant products, parts, or service agreements when appropriate.
• Ensure timely case resolution and high customer satisfaction.
• Collaborate with internal teams to address complex issues and improve support processes.
• Adhere to company policies, procedures, and quality standards.

REQUIREMENTS:

• Bachelor's degree in any field preferred.
• At least 1-2 years of experience in customer service or technical support functions.
• Ability to read, write, and communicate fluently in Mandarin and English.
• Experience supporting customers through email or non-voice channels is preferred.