Client Services Associate (Luxury Fashion - Mandarin Speaking)

TDCX, Inc.; Singapore; On-site; SGD 32,000 - 42,000; Full time

Job summary

TDCX, Inc. is looking for a Customer Service professional to deliver exceptional experiences across phone, email, live chat, and social channels.

The role focuses on understanding client needs, driving satisfaction, and supporting sales through consultative interactions. Ideal candidates have a Diploma or Degree and at least 2 years in luxury retail or contact centre environments, with fluency in English and Mandarin.

Qualifications

• Diploma or Degree required.
• 2 years of experience in retail sales or customer service in luxury/high-end goods, or experience in contact centre/e-com activities.
• Ability to multi-task and tailor responses to customer needs.
• Strong communication skills with emphasis on listening and empathy.
• Excellent English and Mandarin to support AU, NZ, Singapore, and Mandarin-speaking customers.
• Proficiency in Cantonese is a plus.
• Comfortable with computers and multiple systems (Salesforce, SAP, CRM).
• Flexibility with shifts, including weekends and public holidays.

Responsibilities

• Provide excellent customer experience via all relevant communication channels (telephone, email, live chat and other social media).
• Identify and analyze trends in customer satisfaction and propose improvement plans to drive sales.
• Display strong selling and negotiating skills; overcome objections and understand client needs.
• Collaborate with the customer service team to nurture client relationships and perform clienteling activities.
• Accurately process data using appropriate systems while adhering to data security policies and escalate emergencies as needed.
• Stay updated on launches, campaigns and processes to answer diverse inquiries (product availability, service, etc.).
• Perform other duties to support quality management, as assigned.

Skills

Multitasking

Strong communication

Active listening

Phone etiquette

English and Mandarin

Cantonese (plus)

Education

Diploma or Degree

Tools

Salesforce

SAP

CRM

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

What is your mission?

You will help us deliver excellent service to our partner brands by performing these tasks:

• Provide excellent customer experience via all relevant communication channels (telephone, email, live chat and other social media).
• Identify and analyse trends in customer satisfaction/dissatisfaction levels and provide appropriate improvement plans to drive sales through professional and courteous client interactions.
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations.
• Collaborate with existing customer service team to provide strong after-sales services by cultivating new and existing client relationships through exceptional service; developing and executing a clienteling plan for the clients and prospects, personalize relationship and anticipate their needs.
• Accurately process all required data/information using appropriate systems and tools while adhering to the company’s group data security policy and escalating emergencies to the team leader while providing solutions for improvements.
• Stay abreast of launches, campaigns and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System.

Who are we looking for?

• Possess at least a Diploma or Degree in any field.
• 2 years of work experience in the retail sales or customer service in luxury / high-end goods domain or experience in contact centre/e-com related activities is required for this position.
• Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
• Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
• Excellent verbal and written communication skills in English and Mandarin to support AUNZ and Mandarin-speaking customers.
• Proficiency in speaking Cantonese and writing Traditional Chinese is a plus.
• Comfortable working with computers and multiple systems; Salesforce, SAP and CRM are a plus.
• Flexibility with working in shifts and working on weekend and public holidays if required.

Additional Information

• Working days: 5-day work week between Monday to Saturday (inclusive of Public Holidays)
• Working hours: Rotating shifts between 7am to 9pm depending on operational needs, 44 working hours a week
• Work location: Chai Chee
• Work arrangement: Please note that this role is 100% onsite