Deskripsi Pekerjaan
Are you passionate about music and obsessed with delivering world-class customer experiences? ModSquad is looking for a talented, tech-savvy, and language-proficient Bilingual Customer Support Specialist to join our growing global team. In this role, you will be the voice of a premier music streaming platform, helping users troubleshoot issues, navigate account settings, and ensure their listening experience is seamless.
As a Mod, you will enjoy the flexibility of working remotely from the comfort of your home in Metro Manila. We are looking for individuals who can bridge the communication gap between our platform and our Chinese-speaking user base, ensuring that every interaction is helpful, professional, and on-brand. If you thrive in a fast-paced environment and love being at the intersection of music, technology, and customer service, we want to hear from you!
Tanggung Jawab
- Provide high-quality support to users via chat, email, and ticketing systems in both Mandarin Chinese and English.
- Troubleshoot technical issues related to the music streaming app, including playback errors, subscription billing, and account access.
- Act as a brand ambassador, maintaining a friendly, helpful, and empathetic tone in every customer interaction.
- Maintain accurate records of customer inquiries and resolutions within the company CRM.
- Collaborate with internal teams to identify emerging trends or common user pain points and suggest process improvements.
- Adhere to strict response time targets and quality standards to ensure high user satisfaction (CSAT).
- Stay up-to-date with product updates and features to provide accurate, real-time information to users.
Kualifikasi
- Fluency in both Mandarin Chinese and English (Written and Verbal) is mandatory.
- Previous experience in a customer service, tech support, or BPO role preferred.
- Strong problem-solving skills with the ability to navigate technical software platforms efficiently.
- Excellent written communication skills with high attention to detail.
- Access to a reliable, high-speed home internet connection and a quiet workspace.
- Ability to work independently as a remote contractor with minimal supervision.
- Passion for the music industry and familiarity with digital streaming platforms.