Customer Experience Specialist (Mandarin Speaker)

DigiCert; Bloemfontein; On-site; ZAR 180 000 - 300 000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist fluent in Mandarin to enhance customer engagement and ensure seamless validation processes. In this dynamic role, you will interact with both external customers and internal teams, leveraging your communication skills to address inquiries and validate applications. You will analyze data to identify trends and collaborate with various departments to implement effective solutions. This position offers an exciting opportunity to contribute to a leading global security authority while developing your career in a supportive environment that values detail-oriented and motivated individuals.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 1+ year's experience in customer service or similar role.
• Fluent in Mandarin and professional proficiency in English.

Responsibilities

• Engage with customers via phone, live chat, and email.
• Analyze validation test-data and execute validation processes.
• Coordinate validation testing with affected departments.

Skills

Fluent in Mandarin

Customer service experience

Detail-oriented

Excellent communication skills

Ability to work independently

Education

Tertiary qualification

Tools

Microsoft Office

Job description

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Customer Experience Specialist (Mandarin Speaker) to join our team. As a Customer Experience Specialist, you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

What you will do

• Review incoming application forms, validate and submit to DigiCert's technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls, and email
• Research customer organizations and verify contact details online
• Identify, document, and alert managers of customer-call trends
• Execute DigiCert's validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have

• Fluent in Mandarin (written and verbal) and professional working proficiency in English (essential)
• 1+ year's experience in a customer service or similar role
• Tertiary qualification (advantageous)
• Proven track record in evaluating and mitigating risk
• Detail-oriented, aptitude to learn, high level of self-motivation, high degree of curiosity, and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical