Experienced Bilingual Customer Service Representative – Mandarin and English Language Support Specialist for Unique Online Marketplace

Welcome to blithequark

At blithequark, every day is an opportunity to encounter the extraordinary. As a one-of-a-kind marketplace for buying and selling special objects, we offer over 75,000 unique items in auction every week, carefully curated by our passionate in-house experts. With a mission to become the world’s most popular destination for special objects, we are a growing, diverse, and sustainable scale-up that proudly lives by our core values: taking ownership and driving impact, being open to change and feedback, and being passionate about our mission and our customers.

About the Role

We are seeking an experienced and motivated Customer Service Representative who can provide exceptional support to our customers in both Mandarin and English. As a key member of our customer service team, you will engage and delight our broad variety of customers (sellers and buyers) by solving complex challenges and managing disputes and complaints. Your goal will be to ensure that customer queries are addressed and resolved in a correct and timely manner via diverse channels (chat, email, phone, social media). When there is a dispute between a seller and a buyer, you will mediate between the customers and find a solution that works for both.

Key Responsibilities

• Provide excellent customer support to our sellers and buyers in Mandarin and English via various channels (chat, email, phone, social media)
• Solve complex challenges and manage disputes and complaints in a patient and empathetic way
• Mediate between sellers and buyers to find solutions that work for both parties
• Collaborate with other departments, such as sales and experts, to improve the overall customer experience
• Provide valuable feedback on possibilities for improvements in our services
• Work closely with the customer service team to achieve team goals and objectives

Essential Qualifications

• Professional speaking and writing skills in Mandarin and English
• Strong communication and analytical skills
• Previous experience in a customer service environment or a customer-related role (hospitality, tourism, retail, call-center, etc.)
• Ability to quickly switch between various customer channels like phone and email communications
• Ability to positively interact with your team and other departments
• Available to work 40 hours per week
• Willing to commute to our Lisbon office and work in the office at least 2 days per week
• Flexible with working at least 2 weekends a month and on some public holidays

Preferred Qualifications

• Experience working in a fast-paced and dynamic environment
• Knowledge of customer service software and tools
• Ability to work independently and as part of a team
• Strong problem-solving and conflict resolution skills
• Ability to adapt to changing situations and priorities

What We Offer

In return for your hard work and dedication, we offer a competitive annual gross base salary of €18,000-23,000, depending on your level, competencies, and overall experience. You will also receive a range of benefits, including:

• Health insurance from day 1 (including dental coverage)
• A work-from-home allowance to help with your monthly household bills
• Commuting between your home and our office is covered by blithequark
• An amazing office right in the center of Lisbon

Career Growth and Development

At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of learning and development initiatives, including clear development plans and mentorship programs designed to support your career progression. You will have the opportunity to work with a talented and diverse team of professionals who are passionate about their work and committed to delivering exceptional results.

Our Culture and Values

We are a passionate, diverse, and collaborative team of professionals who are committed to building a one-of-a-kind marketplace. We foster an inclusive and queer-friendly work environment, committed to making every blithequark employee feel welcomed and empowered. Our core values are at the heart of everything we do, and we are looking for individuals who share our passion and commitment to delivering exceptional customer experiences.

Why You'll Love Working with Us

• Create a visible impact by working at scale in a global organization that serves millions of customers across 80+ categories
• Learn and grow with us through our learning and development initiatives
• A culture of connection defines us – we’re a passionate, diverse, and collaborative team of professionals who are committed to building a one-of-a-kind marketplace
• Celebrate life’s moments with us – we offer a range of benefits and perks, including a €100 Catavoucher, an extra day off each year to "Pursue Your Passion", and additional time off for life’s big moments

How to Apply

If you are a motivated and experienced customer service professional who is fluent in Mandarin and English, we encourage you to apply for this exciting opportunity. Please submit your application, including an English CV and cover letter, by clicking the link below. By submitting your application, you agree to blithequark's Applicant Privacy Policy.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.