Customer Service Mandarin Speaker 中文客服专员

Concentrix; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking individuals for a customer service role. The position requires fluency in Traditional Mandarin and a minimum of a diploma or equivalent qualification. Successful candidates will engage with customers empathetically, resolve issues while exceeding KPIs, and participate in initiatives to enhance satisfaction. The role involves rotational shifts and work during public holidays, with allowances provided. Immediate availability is preferred.

Qualifications

• Minimum Diploma or equivalent qualification required.
• Fluency in Traditional Mandarin is essential.
• Comfortable working rotational shifts and during public holidays.

Responsibilities

• Serve as the primary contact for customers and resolve issues.
• Identify opportunities to offer additional products or services.
• Meet or exceed KPIs related to service speed, quality, and resolution.
• Track and document complex issues efficiently.
• Participate in initiatives aimed at improving customer satisfaction.

Skills

Empathy

Active listening

Critical thinking

Fluency in Traditional Mandarin

Education

Diploma or equivalent qualification

Job description

- Serve as the professional primary contact, using empathy, active listening, and critical thinking to provide accurate, first-contact resolutions while building customer rapport.

- Expertly handle customer needs while proactively identifying opportunities to offer additional products or services that provide genuine customer benefit.

- Consistently meet or exceed all contractual KPIs (speed, quality, and resolution) by maintaining a strong, foundational knowledge of client products and services.

- Efficiently track and document complex issues, knowing precisely when and how to elevate inquiries to senior staff or specialized resources for timely support.

- Actively participate in initiatives to improve overall customer satisfaction, translating feedback and performance data into enhancements for the business.

Requirement Details:
- A minimum Diploma or equivalent qualification is required
- Fluency in Traditional Mandarin
- Comfortable with rotational shifts (shift allowance provided) and working during Public Holidays (with guaranteed replacement leave)
- Immediate availability

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