Mandarin Language Customer Support Specialist
Hybrid · Manila, Metro Manila, Philippines
Job Summary
Mandarin-speaking Customer Support Associate delivering phone, email, and chat support for Workstream’s HR/payroll platform. You will be the primary point of contact for Mandarin customers, handling a broad range of product-related issues, ensuring timely responses (median first response <1 minute, resolution <24 hours) and high CSAT (95%). Responsibilities include escalating to engineering when needed, mentoring junior agents, contributing to knowledge bases, and assisting in product testing and feature requests. The role requires 1–3 years of CS experience, fluent Mandarin and English, phone support experience, familiarity with help desk and remote support tools, payroll/HR product knowledge, US time-zone availability, reliable internet, and occasional in-person meetings in Metro Manila.
Required Qualifications
- Must be fluent in Mandarin and English (verbal and written).
- 1 to 3 years experience as a Customer Support Specialist or similar CS role
- Must have Phone Support experience
- Must have experience using help desk software and remote support tools
- Strong knowledge of Payroll and related HR products
- Must be willing to work following the US time zone
- Must have a high-speed and stable internet connection (minimum 50 Mbps) with ability to provide speed-test screenshot
- Must be willing to attend occasional in-person meetings in Metro Manila
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