Bilingual Customer Success Representative – Mandarin/Cantonese, English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provides outstanding customer experiences to Embark clients and potential customers.

• Assesses customer needs and delivers optimal solutions or guidance that serve the best interests of the clients.

• Serves as a subject matter expert for RESP, assisting customers with RESP-related inquiries via phone, email, and online chat, including contributions, payments, and general account questions.

• Encourages customers to utilize digital and self-service options, seeks opportunities to connect them with licensed specialists in other departments (e.g., referring new clients to Sales teams), and ensures seamless experiences.

• Takes initiative in addressing challenges as they arise, identifying gaps and opportunities to keep customers engaged.

• Continuously looks for methods to enhance or improve the overall customer experience.

• Maintains organized customer-related information to ensure accuracy, completeness, and confidentiality.

• Functions as both a team player and a leader, capable of supporting colleagues and stepping in during absences, as well as taking charge of key projects.

• Additional responsibilities may be assigned as necessary.

• Assists customers who reach out through our center, available Monday to Thursday from 9 a.m. to 8 p.m. and Friday from 9 a.m. to 6 p.m. (Eastern Time). Work schedules may vary weekly in terms of days, hours, and shifts.

⛳️ Requirements

• At least one year of experience providing exceptional customer service and/or working in a customer support environment.

• Excellent written and verbal communication skills, with a demonstrated ability to articulate thoughts clearly and pay full attention to customer needs over the phone.

• Highly organized and detail-oriented, possessing strong record-keeping abilities required for managing customer tracking systems.

• Exceptional organizational and time management skills, thriving in a fast-paced environment while effectively multitasking.

• Strong analytical and problem-solving capabilities.

• Proficient in Microsoft Office 365.

• Willingness to adapt to the needs of the Customer Success Centre.

• For the bilingual Customer Success Representative position: Fluency in **Chinese (Mandarin or Cantonese) & English** is required.

🏝️ Benefits

• None specified