CALL CENTER MANDARIN

SWAKARYA INSAN MANDIRI; Jakarta Pusat; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

SWAKARYA INSAN MANDIRI in Jakarta is seeking a Mandarin-speaking Call Center professional with a Diploma or Bachelor’s degree and at least 1 year of experience. The role involves handling inquiries via phone, chat, and email, resolving issues, and maintaining accurate case records across CRM systems.

You will work in shifts, including weekends and public holidays, and collaborate with internal teams to meet SLA targets while ensuring data privacy and professional service standards.

Qualifications

• Diploma (D3) or Bachelor's degree (S1) from any major.
• Minimum 1 year in Call Center or Customer Service; BPO experience preferred.
• Proficient in Mandarin, spoken and written.
• Good communication and active listening skills.
• Able to handle customer complaints with patience and professionalism.
• Familiar with basic computer operations and CRM/Omni systems.
• Willing to work in shifts, weekends, and public holidays.

Responsibilities

• Monitor B2B RAC reports from receipt to resolution and closure.
• Respond to inquiries via phone, WhatsApp, live chat, and email promptly.
• Coordinate with Service Centers, technicians, and internal teams to meet SLA.
• Record customer complaints and requests in designated systems (CRM/Omni).
• Provide product information, warranty details, and troubleshooting guidance per SOP.
• Escalate complex cases to Team Lead when necessary.
• Ensure data accuracy and completeness of service requests and customer info.
• Follow daily schedules and performance standards set by supervision.
• Prepare monitoring and progress reports for cases and KPI tracking.
• Contribute to achieving Call Center KPI targets (SLA, CAT, AHT, FCR).
• Maintain confidentiality and security of customer data per ISO standards.

Skills

Mandarin language

Communication skills

Active listening

Customer service

Problem solving

Education

Diploma or Bachelor’s degree

Tools

CRM systems

Job description

Position: Call Center - Mandarin Speaker

Qualifications

• Minimum Diploma (D3) / Bachelor’s Degree (S1) from any major.
• Minimum 1 year of experience in Call Center or Customer Service; BPO experience is preferred.
• Proficient in Mandarin, both spoken and written.
• Have good communication and active listening skills.
• Able to handle customer complaints with patience and professionalism.
• Familiar with basic computer operations and Call Center systems, such as CRM/Omni.
• Willing to work in shifts, weekends, and public holidays according to the schedule.
• Service-oriented, disciplined, detail-oriented, and able to work under pressure.

Responsibilities

• Monitor all B2B RAC reports from the time the report is received until the case is fully resolved and closed.
• Receive and respond to customer inquiries through phone, WhatsApp, live chat, and email promptly and professionally.
• Coordinate with Service Centers, technicians, and relevant internal teams to ensure cases are resolved within the agreed SLA.
• Record customer complaints, service requests, and product inquiries accurately in the designated system, such asics, Omni Latera, or CRM.
• Provide product information, warranty details, and troubleshooting guidance based on approved scripts and SOP.
• Escalate unresolved or complex cases to the Team Lead BPO or In-house Team Leader when necessary.
• Ensure service request data and customer information are recorded completely and accurately.
• Follow daily schedules, attendance requirements, and performance standards established by the Team Lead In-house.
• Prepare monitoring, administrative, and B2B RAC case progress reports.
• Contribute to achieving Call Center KPI targets, including SLA, CAT, AHT, and FCR.
• Maintain the confidentiality and security of customer data in accordance with company policies and ISO standards.