Customer Service Representative – Mandarin Speaker

Customer Service representative is assigned a variety of tasks including assisting potential customers by answering product or service questions, processing sales orders, handling billing, troubleshooting service issues and addressing customers questions and concerns.

Essential Job Functions:

• Communicate with customers through a variety of methods such as telephone, email, web chat or social media.
• Provides information about the company’s products and services to potential customers.
• Encourage customer to purchase additional or upgrade services.
• Maintain customer accounts by collecting personal information from customers like addresses, phone numbers, email addresses and process payments in a secure manner.
• Address and resolve product or service problems by clarifying the customer’s complaint; determine the cause and provide the best solution to solve the problem.
• Handle complaints, provide appropriate solutions, recognizes when a complaint needs to be escalated to management.
• Provide accurate, valid and complete information to the customer using the right methods/tools
• Follow communication procedures, guideline and policies
• Meet Personal/Team sales targets
• Reach out to customers either by telephone, email or web chat regarding new products or services.
• Greet customers warmly and ascertain problem or reason for calling.
• Maintain accurate records of customer interactions.
• Participate in training sessions to learn about new products and services in order to provide better assistance to new and current customers.
• Handle both cancellations and renewals

Requirements:

• Strong verbal and written communication skills
• Fluent in Mandarin or Cantonese.
• Strong phone contact handling skills and active listening
• Exceptional problem solving, negotiation, persuasion, critical thinking and analytical skills
• Ability to multi-task, prioritize and manage time effectively
• Proficiency with email communications and website navigation
• Ability to work under pressure

Job Type: Full-time

This position has a Base Salary plus Commissions