Mandarin Call Center Specialist (BPO)

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

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.