Mandarin Customer Service Executive

r3 Consultant; Maharashtra; On-site; INR 420,000 - 540,000; Full time

Benefits offered by this job

5 days working

Attractive hike

Job summary

r3 Consultant in Pune is seeking a Mandarin Customer Service Executive (Voice) to handle bilingual customer queries. You will work from office, five days a week, engaging with customers via voice, email and chat, while meeting KPIs and maintaining high service standards.

Recruitment coordination experience is a plus, and familiarity with CRM tools is preferred. The role emphasizes accurate communication in Mandarin and English, adherence to SOPs, and collaborative support with HR/recruitment

Qualifications

• Fluency in Mandarin (spoken and written) with strong English communication skills.
• 1–4 years of experience in customer service/voice-based roles.
• Experience handling high-volume voice calls and meeting KPIs.
• Proficiency with CRM/call-center tools (Zendesk, Freshdesk, Salesforce).
• Willingness to work from office in Pune, 5 days a week.

Responsibilities

• Handle inbound and outbound customer calls in Mandarin and English with polite, accurate responses.
• Identify issues, ask probing questions, and provide first-level resolution or escalate per SOPs.
• Manage communication across voice, email and chat; document interactions in CRM/ticketing system.
• Maintain service standards on metrics like call quality, response time, CSAT, FCR.
• Support internal recruitment activities: screen Mandarin-speaking candidates, pre-screen, schedule interviews, coordinate with HR.
• Escalate complex issues to senior team and ensure follow-up and closure with customers.
• Adhere to company policies, guidelines, and data privacy norms.

Skills

Mandarin

English communication

Tools

Zendesk

Freshdesk

Salesforce

Job description

Job Title

Mandarin Customer Service Executive (Voice) – Pune (Work From Office)

Location

• Pune, Maharashtra
• Work From Office, 5 days working

About The Role

We are looking for a Mandarin Customer Service Executive with strong communication skills in both Mandarin and English to handle customer queries over voice and other channels. Recruitment experience is preferred, as the role may also involve coordinating with candidates and internal hiring teams when required.

Key Responsibilities

• Handle inbound and outbound customer calls in Mandarin and English, ensuring polite, accurate and timely responses.
• Understand customer issues, ask relevant probing questions, and provide first-level resolution or route to the appropriate internal team as per defined SOPs.
• Manage customer communication across voice, email and chat when needed, and document every interaction in the CRM or ticketing system.
• Maintain high service standards on key metrics such as call quality, response time, customer satisfaction and first-call resolution.
• Support internal recruitment activities when required (screening Mandarin-speaking candidates, basic telephonic prescreening, scheduling interviews, coordination with HR/Recruiters).
• Escalate complex or unresolved issues to senior team members, while ensuring smooth follow-up and closure with the customer.
• Adhere to company policies, process guidelines, and data privacy norms at all times.

Required Skills & Qualifications

• Proven fluency in Mandarin (spoken and written) and very good communication skills in English.
• 1-4 years of experience in customer service / contact centre / BPO roles, with mandatory experience in handling voice calls.
• Comfortable handling high-volume customer interactions and working with targets/KPIs.
• Good telephone etiquette, active listening skills, empathy and problem-solving ability.
• Basic computer proficiency and experience using CRM, ticketing or call-centre tools (e.g., Zendesk, Freshdesk, Salesforce, in-house systems).
• Willingness to work from office in Pune, 5 days a week.

Preferred Qualifications

• Prior experience supporting China or APAC-region customers will be an advantage.
• Experience in recruitment coordination, telephonic screening, or HR operations is preferred.
• Exposure to ITES/BPO/KPO, e-commerce, travel, fintech, or tech support domains will be a plus.

Compensation & Benefits

• Attractive hike on current CTC for the right candidate (as per company policy and interview performance).
• 5 days working; standard company benefits as per policy.

Employment Type

• Full-time, Permanent

Notice Period

• Immediate joiners only (0-15 days preferred)