Mandarin Product Support, Onboarding Specialist

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

📋 Description

• Act as the main point of contact for customers based in China regarding inquiries related to products and operational issues.

• Assist new clients through the onboarding process and provide support leading up to and during the launch phase.

• Help customers comprehend and utilize the company’s products and services effectively.

• Conduct or facilitate customer training, product demonstrations, and onboarding conversations in Mandarin.

• Address customer inquiries and deliver timely updates concerning reported issues or concerns.

• Collect pertinent information from clients and collaborate with internal Product, Engineering, and Support teams when further investigation or escalation is necessary.

• Monitor customer issues and ensure follow-through with internal teams to guarantee proper resolution.

• Communicate solutions, updates, and next steps clearly to clients.

• Promote customer adoption by aiding users in becoming acquainted with product features, processes, and anticipated workflows.

• Maintain a professional and effective line of communication with customers throughout the support and onboarding journey.

• Engage in internal meetings and interact with colleagues in English through both verbal and written communication.

⛳️ Requirements

• Minimum of 3 years of experience in customer support, product support, or a related customer-facing position.

• Proficient in Mandarin communication skills, comparable to a native speaker from Mainland China, with the capability to manage customer conversations, meetings, training sessions, and onboarding discussions with confidence.

• Good English communication skills for participation in internal meetings, collaboration, and email interactions.

• Strong customer service orientation with the ability to communicate professionally and clearly with clients.

• Comfortable in assisting customers throughout onboarding, implementation, go-live, and ongoing product usage.

• Capable of understanding customer concerns, gathering relevant details, and coordinating with internal teams for effective resolution.

• Excellent coordination and follow-up skills when collaborating across Product, Engineering, and Support teams.

• Well-organized, responsive, and able to manage multiple customer inquiries and follow-up tasks.

🏝️ Benefits

• Work from Home

• Monday to Friday, 9:00 AM to 6:00 PM (Manila Time)

• Observance of Philippine Holidays