Mandarin - Customer Service Agent (Non-Voice)

BE PART OF OUR GLOBAL TEAM AND MAKE AN IMPACT HERE AT BRICKBRANDS!    

Proud of our Finnish heritage, BrickBrands has been in the business for over 6 years providing 24/7 brand protection, positive brand sentiment and overall increased customer engagement in various languages and cultures.

BrickBrands is a fast-growing company offering a lot of opportunities and valuable learning experiences that open doors for talented individuals to be a part of our global team. We embrace and promote diversity and inclusivity, the first step in building better relationships and conversations. Thus BrickBrands is always on the lookout for self-starters with the passion to excel and to join us in our mission: Create opportunities for brands and communities to speak.

As part of a fast-paced environment, the need for additional resources appears constantly. Therefore we aim to build a pool of talented individuals and have our very own ongoing recruitment. Searching for individuals who are highly interested in social media, marketing, and customer experience to be a part of the global environment and learn the BrickBrands Way.

Summary of the Role

As a Customer Service Agent, you will be the first point of contact for users in App Stores, responding to customer queries and providing support about the client’s products. You will help maintain a positive brand presence by moderating and responding to reviews, inquiries, and other user-generated content. In addition, you’ll promote a safe and positive environment on the client’s platforms and apps, following guidelines to ensure consistency and quality of service for the Chinese market.

Here’s What You Will Do:

• Actively monitor and engage with customer reviews and queries in App Stores, providing clear and helpful responses about the client’s products.
• Respond to potential customers via chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo.
• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social

Here’s What You Will Need:

• A High School Diploma or equivalent
• A personal PC/laptop with a working webcam
• MUST have a C1 or C2 certification in Mandarin/Chinese, B2 certification will also be considered
• MUST be able to understand different nuances, sarcasm, etc. in Mandarin/Chinese
• Fluent in English both written and oral
• General knowledge and interest in various social media platforms  
• A good working home environment with a stable internet connection
• Customer Service skills with the experience of working in a non-voice account
• Experience as a content moderator / engaging in all social media platforms is a plus!
• The ability to work an 8-hour shift, Monday - Friday, weekends off (may need 1 day to overlap with the US hours to attend a weekly calibration/meeting with the brand/client)

The Perks BrickBrands Offers:

• 100% Remote position
• Paid Time Off
• Continuous learning experience & career growth opportunities
• Offers competitive compensation based on location market rates
• A great opportunity to work with a well-known brand
• A welcoming environment where even your feedback and suggestions are all being taken into consideration
• Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds

Want to be a part of a global team that values collaboration and ensures a safe and positive environment? Send your CV in ENGLISH!