Customer Success Specialist

Customer Success Specialist (Bilingual: Mandarin/English) Customer Success Specialist (Bilingual: Mandarin/English)

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We are looking for a full-time, remote, Bilingual Mandarin/English Customer Success Specialist with some prior work experience (minimum 6 months) to join our U.S. client and assist existing online-ordering customers in achieving higher revenue using their current client solution.

Primary duties include learning the product’s capabilities and engaging with both Mandarin- and English-speaking restaurants within specific industry verticals to help them optimize their use of the platform to increase order volume and revenue. Candidates should be detail-oriented and have experience working both independently and as part of a small, dynamic team.

Founded in 2003, our client transforms the traditional restaurant point-of-sale (POS) terminal into an integrated, 360-degree operational management system. Their solution increases brand loyalty through improved customer experiences, optimizes operations resulting in lower costs, and boosts sales volumes through comprehensive analytics and employee performance insights. Over 7,000 locations use their technology today, processing $5 billion in annual sales.

Responsibilities

• Quickly become an expert in online ordering and delivery systems
• Contact Mandarin-speaking customers to recommend adjustments to their existing profile settings and capitalize on product features that increase order volume and revenue
• Own the Customer Outcome , including coordinating internal support to ensure customer satisfaction
• Enter customer requests and product defects, with the necessary documentation, into the issue tracking system
• Identify potential cross-sell opportunities for other company products/solutions and pass leads to the appropriate teams
• Investigate and resolve customer-reported issues related to menu and order accuracy; assist with menu adjustments in the system, and report/document any system issues
• Claim and manage customers' Google Business Profiles

Required Experience

• Excellent verbal and written communication skills in English
• Minimum 6 months of work experience (internship experience acceptable) using Windows computers and software
• Basic knowledge of Microsoft Excel/Word or Google Sheets/Docs
• Exceptional organizational skills and attention to detail
• Excellent interpersonal skills with the ability to collaborate with peers and stakeholders
• Trustworthy, team-oriented, and transparent

Desired Experience

• Experience using Zendesk, Jira, or other issue tracking software (Zendesk preferred, but familiarity with any is acceptable)
• Call center or product support experience (preferably related to restaurant or retail order processing)
• Familiarity with North American food preferences and common accoutrements

Additional Information

• Join a dynamic, fast-growing entrepreneurial company that values innovation and collaboration
• Be part of a highly collaborative learning culture—share knowledge, be inclusive, learn and grow together. Embrace teamwork
• Know that your ideas are heard and valued—think big
• Making mistakes is part of the process—be transparent and learn from them
• Be recognized as an individual—no presumptions or judgments
• Benefits include 15 days of Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
• Start: ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources who work as valued client team members. If this type of opportunity excites you, then consider joining our team

Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries IT Services and IT Consulting and Mobile Food Services

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