Customer Service Telco Local Mandarin
2 weeks ago
**Role**:Lead Manager
**Timings**:Day Shift (Permanent)
**Industry**:IT-Software / Software Services
**Work Mode**:Work from office
**Functional Area**:ITES / BPO / Customer Service
**Process**:Non-Voice
Key Skills: Mandarin Proficient in the Mandarin language Must be fluent in speaking both Mandarin and English- Local Mandarin, Indian,
- Minimum 1 year of experience in Customer Service in Telco projects
- Experience in Telco industry and serving the Singapore market is an added advantage
**Responsibilities**: As a Customer Experience Professional at Concentrix, you will be responsible for delivering exceptional customer service and ensuring an outstanding experience for our customers across all touchpoints. Your main duties will include:
- **Providing Exceptional Customer Service**:
- Be the primary point of contact for customers, addressing inquiries, complaints, and feedback with empathy, patience, and professionalism.
- **Understanding Customer Needs**:
- Understand unique customer needs and provide tailored solutions, anticipating customer needs and proactively offering solutions.
- **Improving Customer Experience**:
- Work closely with cross-functional teams to improve overall customer experience by identifying pain points and implementing strategies for improvement.
- **Ensuring Customer Satisfaction**:
- Measure customer satisfaction and analyze feedback to improve products and services, ensuring customer happiness.
- **Collaborating with Cross-Functional Teams**:
- Collaborate with marketing, sales, and product development teams to ensure a seamless customer experience, providing customer insights to inform decision-making.
**Qualifications**:
- Education: Diploma holder or higher preferred.
- Minimum 1 year of relevant working experience in a voice channel in customer service.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Familiarity with customer experience software and tools.
- Passion for customer service and continuous improvement.
**Additional Requirements**:
- Computer skills: Proficiency in Microsoft Office and the ability to learn new software quickly.
- Time management skills: Strong ability to manage multiple customer inquiries simultaneously.
- Availability: Flexibility to work evenings, weekends, and holidays.
- Sales skills: Some representatives may be required to upsell or cross-sell products and services.
- Training: Concentrix provides training for its customer service representatives.
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