Trilingual Customer Service Analyst Mandarin

Job Summary:
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).

**Responsibilities**:

- 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 and Experience:
**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.-
**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.