Customer Support Specialist (Chinese Speaking)

About the role

We are looking for a bilingual Customer Support Specialist who can communicate fluently in English and Mandarin. You will provide high‑quality assistance through live chat, voice calls, and digital ticketing systems, helping both consumers and partner drivers navigate our mobile application.

Key responsibilities

• Deliver professional support via live chat, voice, and ticket channels, ensuring courteous interactions.
• Investigate and resolve consumer inquiries, disputes, and service issues.
• Monitor social media, web inquiries, and internal tools, responding promptly to feedback and operational concerns.
• Collect and analyse feedback from merchants, drivers, and passengers to identify recurring challenges.
• Report technical or operational incidents such as booking failures to the team lead.
• Build positive relationships with users and collaborate with marketing, operations, and other internal teams on campaigns and projects.

Required profile

• Currently studying or holding a Bachelor’s degree.
• Minimum 1 year of experience in a fast‑paced contact centre environment.
• Strong proficiency in spoken and written English and Mandarin.
• Willingness to work rotational and night shifts.

Required skills

• Excellent multi‑channel communication abilities (live chat, voice, digital tickets).
• Strong computer literacy and adaptability to new software.
• Ability to handle complex disputes with empathy and professionalism.
• Observational skills to identify and document systemic issues.

What we offer

• Salary range $450‑$550.
• Shift allowance of $5 per actual workday.
• Overtime entitlement as applicable.
• Private insurance and NSSF coverage.
• Shift rotation covering evening (1 pm‑10 pm) and night (10 pm‑7 am) schedules.