Mandarin-speaking Call Centre Agent

7 days ago

George Town, Malaysia Gratitude Inc. Full time

**Role**:Customer Service Executive

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Communication Skills Call Centre skills Must be fluent in speaking both Mandarin and English
- **Location: George Town, Malaysia**

***

**Responsibilities**:

- **Customer Interaction**:

- Handle inbound and outbound calls professionally, addressing customer inquiries and concerns and providing relevant information.
- Ensure a positive and empathetic customer experience during every interaction.
- **Problem Resolution**:

- Investigate and resolve customer issues promptly and accurately.
- Collaborate with team members and other departments to find effective solutions.
- **Documentation and Reporting**:

- Maintain detailed and accurate records of customer interactions, transactions, and feedback.
- Generate reports on customer service activities and present the findings to the management team.
- **Product/Service Knowledge**:

- Stay informed about company products, services, and policies to provide accurate information to customers.
- Participate in ongoing training sessions to enhance product knowledge and customer service skills.
- **Quality Assurance**:

- Adhere to established quality standards and guidelines in all customer interactions.
- Seek feedback and actively participate in quality improvement initiatives.
- **Communication Skills**:

- Communicate effectively with customers, colleagues, and supervisors.
- Provide clear and concise information, both verbally and in writing.

**Qualifications**:

- **Language Skills**:

- Native Mandarin speaker with excellent proficiency in spoken and written English.
- Additional language proficiency is a plus.
- **Experience**:

- Minimum of one year of experience in a call centre or customer service role.
- a proven track record of meeting or exceeding performance targets.
- **Technical Skills**:

- Proficient in using call centre software, CRM systems, and other relevant tools.
- Strong typing and data entry skills.
- **Interpersonal Skills**:

- Excellent interpersonal and communication skills.
- Ability to work effectively in a team environment.
- **Problem-Solving**:

- Strong problem-solving and critical-thinking skills.
- Ability to handle challenging customer situations with professionalism.
- **Availability**:

- Flexible work schedule, including weekends and holidays, based on business needs.

**Benefits**:

- Competitive salary with performance-based incentives.
- Health and wellness programs.
- Ongoing training and development opportunities.
- Dynamic and inclusive work environment.

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