Job Description

Expancio is an eCommerce platform that helps businesses to engage both online and local shoppers to increase sales. We are seeking a dedicated and customer-focused individual fluent in both English and Chinese to join our team as a Bilingual Account Manager and Product Support specialist. In this role, you will be responsible for managing key client accounts and providing exceptional support for our products. This position requires working from our office in Mississauga, and you should be willing to drive to customer stores to provide on-site support when needed. The ideal candidate should have a strong aptitude for customer service, possess excellent communication skills in both English and Chinese, and be detail-oriented.

Responsibilities:

Account Management:

Serve as the primary point of contact for assigned client accounts, building and maintaining strong relationships.
Conduct regular meetings with clients in both English and Chinese to understand their needs, address concerns, and provide updates on product offerings.
Proactively identify upselling and cross-selling opportunities to maximize account growth and revenue.
Collaborate with internal teams, such as sales, marketing, and product development, to ensure client needs are met effectively.
Monitor customer satisfaction, track key performance indicators, and prepare regular reports for management.

Product Support:

Provide technical support and troubleshooting assistance to customers in both English and Chinese via various channels, such as phone, email, and chat.
Guide customers through product installations, configurations, and upgrades.
Investigate and resolve customer inquiries, issues, and complaints in a timely and professional manner, ensuring clear communication in both English and Chinese.
Document customer interactions, including inquiries, complaints, and resolutions, in a comprehensive manner.
Travel to customer stores when required to provide on-site support and resolve issues.

Customer Onboarding and Training:

Monitor and maintain sales channels; proactively convert customers;
Conduct product demonstrations and training sessions, both in English and Chinese, for new and existing customers to ensure a smooth onboarding experience.
Educate customers on product features, best practices, and available resources, catering to their language preferences.
Develop training materials, user guides, and FAQs in both English and Chinese to enhance customer understanding and self-service capabilities.
Stay up to date with product updates, new releases, and industry trends to provide accurate and relevant information to customers.

Continuous Improvement:

Gather customer feedback and market insights from both English-speaking and Chinese-speaking clients to identify areas for product and service improvement.
Collaborate with the product development team to prioritize and communicate customer needs and enhancement requests.
Contribute to the development and refinement of product support processes and documentation.
Stay informed about industry trends, competitors, and emerging technologies related to our products.

Qualifications and Skills:

Bachelor's degree in business, marketing, or a related field (preferred).
Very strong knowledge and experience in SEO/SEM; GA; Social media and google business etc.
Proven experience in account management, customer support, or a similar customer-facing role.
Fluent in both English and Chinese (Mandarin or Cantonese), with exceptional written and verbal communication skills in both languages.
Technical aptitude and ability to troubleshoot and resolve customer issues effectively.
Detail-oriented with strong organizational and problem-solving abilities.
Ability to manage multiple client accounts and prioritize tasks efficiently.
Proficiency in using customer support tools and CRM software.
Willingness to work from our Mississauga office and drive to customer stores for on-site support.
Self-motivated with the ability to work independently and collaboratively within a team.

Join our team and play a crucial role in managing client relationships, providing exceptional product support, and utilizing your bilingual skills to serve English-speaking and Chinese-speaking clients effectively. As a Bilingual Account Manager and Product Support specialist, you will have the opportunity to contribute to customer success and foster strong partnerships while utilizing your language skills and expertise.

Job Type: Full-time

Salary: $38,000.00-$60,000.00 per year

Benefits: