Full-Time Native Mandarin - Customer Service Agent

Summary of the RoleAs a Customer Service Agent, you will be the first point of contact for users in App Stores, responding to customer queries and providing support about the client’s products. You will help maintain a positive brand presence by moderating and responding to reviews, inquiries, and other user-generated content. In addition, you’ll promote a safe and positive environment on the client’s platforms and apps, following guidelines to ensure consistency and quality of service for the Chinese market.

Here’s What You Will Do:

• Actively monitor and engage with customer reviews and queries in App Stores, providing clear and helpful responses about the client’s products.
• Respond to potential customers via chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo.
• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social

Here’s What You Will Need:

• A High School Diploma or equivalent
• A personal PC/laptop with a working webcam
• MUST have a C1 or C2 certification in Mandarin, B2 certification will also be considered
• MUST be able to understand different nuances, sarcasm, etc. in Mandarin
• Fluent in English both written and oral
• General knowledge and interest in various social media platforms
• A good working home environment with a stable internet connection
• Customer Service skills with the experience of working in a non-voice account
• Experience as a content moderator / engaging in all social media platforms is a plus!
• The ability to work an 8-hour shift (overlapping with US hours), Monday - Friday, weekends off

What is the last date for applying to the job?

Which countries are accepted for this remote job?