Trilingual Customer Service Analyst Mandarin

The Customer Service Agent provides professional business and customer support to Auxis managed services and customer service clients. The role focuses on delivering high-quality service in a high-volume environment while ensuring customer satisfaction, operational efficiency, and adherence to Auxis processes. The agent works independently and as part of a team, supporting client needs across multiple service channels in a trilingual environment (Mandarin, English, and Spanish).

• Communicate with customers via telephone to provide information on products and services, take or modify orders, update account information, and address complaints.

• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using client management and ticketing systems.

• Resolve service and billing issues through activities such as exchanges, refunds, billing adjustments, and service corrections.

• Verify that corrective actions have been properly implemented and that customer issues are fully resolved.

• Contact customers to respond to inquiries, communicate claim investigation outcomes, and explain any planned adjustments.

• Escalate unresolved issues to the appropriate departments for further review and investigation.

• Determine service charges, collect payments, and coordinate billing arrangements when required.

• Complete system-based tasks such as trouble tickets, address changes, and service discontinuation orders.

• Analyze relevant information to assess complaint validity and identify root causes, including external factors such as shipping delays or weather conditions.

• Promote and upsell new or additional products and services when appropriate.

• Review insurance terms with customers to determine coverage eligibility and next steps for claims.

• Compare disputed merchandise against invoices and requisitions and prepare documentation for returns.

• Recommend improvements to products, packaging, shipping, service, or billing processes to enhance customer satisfaction and prevent recurring issues.

• Comply with all Auxis operational procedures, security policies, and performance requirements.

• Attend required customer service, operational, and performance-related meetings.

Skills:

• Trilingual Communication: Fluent oral and written communication in Mandarin, English, and Spanish (C1 level or higher).

• Active Listening: Ability to fully understand customer needs, ask clarifying questions, and respond effectively.

• Service Orientation: Strong customer-first mindset with a focus on problem resolution and satisfaction.

• Adaptability: Ability to adjust to changing schedules, priorities, and customer demands in a dynamic environment.

• Teamwork: Proven ability to collaborate effectively with peers and cross-functional teams.

• Active Learning: Capacity to quickly understand new information, processes, and systems and apply them to daily work.

• Professional Presence: Polite, tactful, and customer-focused demeanor at all times.

Experience & Requirements:

• High school diploma completed or in progress.

• Demonstrated experience in customer service or support roles, preferably in high-volume or high-demand environments.

• Proven ability to meet performance metrics such as response time, call handling, quality, and productivity targets.

• Availability to work flexible schedules within hours of operation (Monday to Sunday, 6:00 a.m. to 10:00 p.m.), including weekends.

• Willingness to adjust schedules during Daylight Saving Time changes aligned with the Eastern Time Zone.

• Genuine interest in helping customers and contributing to a results-driven service environment.