Customer Service Mandarin Speaker

2 weeks ago

Kuala Lumpur, Malaysia Growthfn Full time

Job Summary:
As a Customer Service Representative fluent in Mandarin, you will be responsible for providing exceptional customer support to our Mandarin-speaking clients. This role requires effective communication skills, problem-solving abilities, and a strong customer-first attitude. You will assist customers with their inquiries, concerns, and support needs across multiple channels, including phone, email, and chat, while ensuring a positive and professional experience.

Key Responsibilities:

Provide exceptional customer service to Mandarin-speaking clients through various communication channels (phone, email, live chat, etc.).
Assist customers with inquiries, complaints, product issues, and service-related concerns in Mandarin and English (if applicable).
Resolve customer issues by identifying the root cause, offering solutions, and following through to ensure customer satisfaction.
Handle high-volume inquiries while maintaining a high level of accuracy and professionalism.
Educate customers on product features, policies, and services, ensuring they have the information needed to make informed decisions.
Maintain detailed records of customer interactions, transactions, comments, and complaints in the company’s CRM system.
Collaborate with internal teams (e.g., product, technical support, sales) to address customer issues and deliver effective solutions.
Proactively follow up with customers to ensure that their concerns have been addressed and to offer additional support when necessary.
Assist in the creation and translation of customer support materials, FAQs, and troubleshooting guides in Mandarin.
Contribute to team goals and initiatives, including feedback on customer trends and pain points.
Qualifications:

Native or fluent Mandarin speaker with strong written and verbal communication skills in Mandarin.
Proficiency in English (both written and spoken) to collaborate effectively with non-Mandarin speaking teams.
Proven experience in customer service, preferably in a high-volume environment (2+ years preferred).
Experience in a customer-facing role, handling inquiries and resolving issues efficiently.
Strong problem-solving skills with the ability to troubleshoot and resolve customer issues.
High level of patience, empathy, and emotional intelligence when interacting with customers.
Strong attention to detail and organizational skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Proficiency with customer service software (e.g., Zendesk, Freshdesk) and CRM systems.
Ability to work flexible hours, including evenings or weekends if necessary.
Key Competencies:

Excellent communication and interpersonal skills.
Strong customer focus with the ability to adapt communication style to meet diverse customer needs.
Team player who can collaborate across departments to deliver the best customer experience.
Ability to work independently with minimal supervision.
Critical thinking and decision-making skills.

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