Job description
FoundeverÂŽ is a global leader in the customer experience (CX) industry, delivering innovative support solutions to renowned brands. We are seeking a highly motivated Taiwanese-speaking Customer Service Representative to join our growing team in Pasig City, Metro Manila. This is an excellent opportunity for bilingual professionals who want to build a rewarding career in a dynamic outsourcing environment.
In this role, you will be the frontline ambassador for Taiwanese customers, providing exceptional service via phone, chat, and email. You will leverage your language skills and product knowledge to resolve inquiries, guide customers to the right solutions, and ensure a positive experience with every interaction. We value empathy, clear communication, and a customer-first mindset as you help customers navigate complex issues and achieve first-contact resolution where possible.
As a member of the Foundever team, youâll benefit from comprehensive onboarding, ongoing training, and career development within a global CX organization. We emphasize a supportive, inclusive culture, competitive compensation, recognition programs, and opportunities to advance to senior roles as you demonstrate performance and leadership potential.
Our commitment to quality means you will adhere to established procedures and quality standards while collaborating with cross-functional teams to deliver seamless service. If you are passionate about bilingual customer support and motivated by a fast-paced, client-centric environment, this is the role for you.
Responsibility
- Provide bilingual customer support in Mandarin (Taiwanese) and English to Taiwanese customers via phone, chat, and email.
- Address inquiries with professionalism, accuracy, and a focus on first contact resolution and high CSAT scores.
- Troubleshoot product or service issues, guide users to solutions, and escalate complex cases to appropriate teams when needed.
- Document all interactions and updates in the CRM, maintaining accurate and thorough customer records.
- Adhere to company policies, scripts, and quality standards while meeting or exceeding performance metrics.
- Collaborate with internal teams (Sales, Tech Support, Billing) to deliver a seamless customer experience.
- Stay current on product knowledge, promotions, and process changes to provide accurate guidance.
Qualification
- Bachelorâs degree or equivalent work experience in a relevant field.
- Fluent in Mandarin (Taiwanese) and English; excellent verbal and written communication skills.
- 2+ years of customer service or BPO experience is a plus; strong willingness to learn is welcome.
- Proficient with CRM software and standard office tools (MS Office); strong data-entry skills.
- Strong problem-solving abilities, active listening, and a customer-centric mindset.
- Ability to work in shifts, including weekends or holidays, in a fast-paced environment.
- Team player with the ability to collaborate across departments and adapt to changing priorities.