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Customer Service - Bilingual (Chinese/English)

El Segundo, CA

Order: 172575
Temporary

Eastridge is seeking a Customer Support Agent who will bring strong customer service skills and a positive attitude to our team. We are especially interested in avid gamers and Square Enix enthusiasts. As a customer support agent at Eastridge  you will be the first point of contact for customers and will be a critical brand ambassador.

Your role

  • Resolves customer concerns via proprietary tools.
  • Resolve concerns including but not limited to account management, billing issues, technical support, and basic site and application navigation
  • Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives
  • Keep up to date with policies, procedures, and events surrounding the titles being supported.
  • Give accurate and real-time responses to customer inquiries
  • Input accurate and detailed contact logs into proprietary CRM tools
  • Escalate issues to appropriate teams when necessary


Qualifications:

  • Fluent Chinese Traditional or simplified - required
  • Experience using Windows Operating Systems and MS Office
  • Excellent typing(40 WPM minimum), phone, and computer navigation skills
  • Knowledge and passion for video games (especially MMO) is preferred!
  • Good comprehension and documentation skills
  • Ability to maintain poise and a professional attitude during periods of high call volume
  • A positive, can-do attitude. You’re flexible and have no problem quickly switching gears to better accommodate the needs of our customers or our team
  • Ability to communicate effectively and professionally with others, from customers to coworkers
  • Strong time management skills to ensure productivity is in alignment with department standards
  • One or more years of experience in customer service is preferred