Bilingual Customer Success – Mandarin/English, Inbound Retention Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

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Yelp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🍽️ Food & Beverage

🏨 Hospitality

📣 Marketing

Food & Beverage • Hospitality • Marketing

Yelp is a platform that connects people with great local businesses, allowing users to write and share reviews of a variety of services including restaurants, boutiques, salons, dentists, mechanics, plumbers, and more. With approximately 155 million cumulative reviews contributed by users, Yelp enhances the consumer experience by bringing traditional word-of-mouth recommendations online.

📋 Description

• Strengthen Yelp’s revenue retention through exceptional and timely customer support • Consult and educate Yelp advertisers through a high volume of inbound calls and emails • Highlight investment returns using advertising performance metrics • Become an expert in Yelp’s advertising solutions and adapt product recommendations to client needs • Ask probing questions and handle objections • Communicate effectively with clients and Yelp employees • Remain organized and efficient in a fast-paced environment • Consistently achieve or exceed monthly goals • Support English- and Mandarin-speaking customers

🎯 Requirements

• Bachelor's Degree or 3+ years of relevant client-facing experience • Written and verbal fluency communicating with Mandarin- and English-speaking customers • Experience in account management, sales, advertising, or small business preferred • Technical proficiency with computers and information systems • Strong verbal and written communication • Problem-solving and troubleshooting ability • Love for local businesses and understanding of their importance in local economies • Excellent time-management and organizational skills • Ability to track and complete numerous details • Ability to handle difficult conversations with business owners professionally and with a solutions-oriented approach • Ability to balance consulting and supporting as needed • Willingness to receive and implement feedback • Ability to embrace a fast-paced, constantly changing environment • Must reside in the United States, excluding the Bay Area

🏖️ Benefits

• Medical, vision, and dental effective the first day • Mental health support and services via Modern Health • 15 days PTO, increasing with 2+ years of tenure • 12 paid holidays • One floating holiday • 7 paid wellness days • Up to 14 weeks of parental leave • Monthly wellness subsidy • Flexible spending account • 401(k) retirement savings plan • Employee stock purchase plan • Work from home reimbursement • Performance-based incentives