Customer Service Representative – Social Media Ads (Mandarin)
Customer Service Representative – Social Media Ads (Mandarin)
Role Overview
We are hiring Customer Service Representatives to support advertisers on a leading social media platform. This role involves assisting clients with campaign setup, performance issues, and platform usage across chat, email, and voice channels.Key Responsibilities
- Provide real-time support via live chat, email, and ticketing tools (Zendesk / Salesforce)
- Troubleshoot issues related to:
- Campaign setup & performance
- Targeting & billing
- Pixel tracking (conversion tracking)
- Guide advertisers on campaign optimization best practices
- Maintain detailed case documentation and resolution notes
- Meet defined SLAs (response time, resolution, CSAT)
- Communicate technical concepts clearly to non-technical users
- Identify recurring issues and share feedback for improvements
- Contribute to internal knowledge base
- Collaborate with team members to improve service quality
- Bachelor’s Degree (Marketing / Business / IT or related)
- 2+ years in customer support (BPO / digital ads preferred)
- Experience with Zendesk / Freshdesk / Salesforce
- Strong knowledge of:
- Digital Ads (CPC, CPM, targeting, conversions)
- Language Requirement:
- Mandarin (read/write/speak) – Mandatory
- English – Strong communication required
- Analytical mindset with problem-solving ability
- Comfortable working in high-volume, shift-based environment
- Strong customer handling & interpersonal skills
