Customer Service Representative(Mandarin)

Job Description

Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).

Education-

Bachelor's degree in Marketing, Business, Information Technology, or related field.

Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.

Experience-

2.5+ years of experience in customer or technical support, preferably in a digital advertising or BPO environment.

Guide advertisers through best practices for campaign optimization and platform usage. Hands-on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).

Maintain accurate and detailed case documentation, including customer interactions, troubleshooting steps, and resolution notes. Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking.

Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.

Excellent written and verbal English communication skills; additional languages are a plus.

Communicate complex product information clearly and professionally to advertisers with varying technical backgrounds.

Analytical mindset with the ability to interpret campaign data and identify optimization opportunities.

Identify common issues and share feedback with internal teams to improve workflows and product quality.

Comfortable working in shifts, high-volume environments, and meeting daily performance targets.

Contribute to the internal knowledge base by documenting recurring cases and solutions. Strong interpersonal skills with a customer-first, empathetic approach to support.

Collaborate with peers and Team Leads to continuously improve service quality and process efficiency.

Operate effectively in a rotational shift environment supporting global advertisers across multiple time zones.

*Intake date- 1st june 2026*