CSR - Bilingual Chinese - REMOTE

SCHEDULE: Monday -Friday
11PM-8PM Singapore Time (may change depending on business needs)
Reports to: Managing Director
Employment Type: Full Time
Salary: Php 80,000
Applicant must send their CV to: Upgrade to see actual info
SUBJECT- CSR Mandarin -Application

SENIOR CUSTOMER SERVICE REPRESENTATIVE – MANDARIN
As a Senior Customer Service Representative, you will play a pivotal role in ensuring top-tier service and satisfaction for our customers across various channels. You'll be responsible for handling inquiries, resolving complaints, and maintaining accurate records, with an added focus on leadership, mentorship, and quality assurance within the team.

Responsibilities:
• Customer Interaction and Satisfaction
o Respond promptly to customer inquiries and provide solutions with a customer-focused approach.
o Communicate effectively with customers through multiple channels (phone, email, live chat, etc.).
o Acknowledge and resolve customer complaints swiftly and professionally to ensure high satisfaction.
o Other tasks the client may need help with
• Quality Service and Communication
o Deliver exceptional customer service in both languages, ensuring clarity, friendliness, and efficiency.
o Maintain thorough and accurate records of customer interactions, transactions, comments, and complaints to facilitate seamless follow-up.
• Collaboration and Coordination
o Act as a bridge between departments by communicating and coordinating with colleagues as needed to resolve customer issues effectively.
o Collaborate on strategies to improve customer experiences and minimize recurring issues.
Senior Representative Responsibilities:
• Mentorship and Team Support
o Guide and mentor junior teaUpgrade to see actual infombers, providing coaching and support to enhance their customer service skills.
o Act as the first point of escalation for complex customer issues, offering solutions or directing them appropriately.
o Lead by example in meeting or exceeding performance metrics, such as response times and customer satisfaction scores.
• Process Improvement and Quality Assurance
o Participate in the development and refinement of customer service procedures to optimize response times and accuracy.
o Monitor customer service interactions periodically to ensure adherence to quality standards, providing constructive feedback to the team.
o Identify recurring customer pain points, and work with management to implement process improvements that enhance overall customer experience.
• Reporting and Analysis
o Generate and analyze reports on key performance indicators (KPIs) to track service levels and identify areas for improvement.
o Provide insights and recommendations to management based on customer feedback and service trends.


Qualifications:
• Fluent in English and Mandarin
• Excellent communication skills (oral and written)
• At least college level
• With at least 2 years Customer Service Representative Experience
• Must have experience in Shipping and Logistics