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For Companies At a Glance
- Tasks: Engage with customers through calls and online, resolving their queries and providing support.
- Company: Join Concentrix, a leading global provider of customer experience solutions.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be part of a dynamic team that values empathy and customer satisfaction.
- Qualifications: High school diploma preferred; strong communication skills and a customer-focused attitude are essential.
- Other info: No prior call centre experience required; training provided.
The predicted salary is between 24000 - 36000 £ per year.
Advisor I, Customer Service – Mandarin page is loaded
Advisor I, Customer Service – Mandarin
Apply locations MYS Cyberjaya MYS Kuala Lumpur – Sunway VISIO Tower,Level 8, Menara Sunway VISIO time type Full time posted on Posted 30+ Days Ago job requisition id R1575499
Job Title:
Advisor I, Customer Service – Mandarin
Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client\’s product or services.
Essential Functions/Core Responsibilities
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Candidate Profile
• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
Supplemental Geographical Information
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY – This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Cyberjaya
Language Requirements:
Time Type:
Full time
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Advisor I, Customer Service – Mandarin employer: Convergys
Contact Detail:
Convergys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Advisor I, Customer Service – Mandarin
✨Tip Number 1
Familiarise yourself with common customer service scenarios and solutions. This will help you respond effectively during the interview, showcasing your problem-solving skills and ability to empathise with customers.
✨Tip Number 2
Brush up on your Mandarin language skills, especially in a customer service context. Being able to demonstrate fluency and comfort in handling customer inquiries in Mandarin will set you apart from other candidates.
✨Tip Number 3
Research StudySmarter and its products or services. Understanding our offerings will allow you to engage more meaningfully during the interview and show that you're genuinely interested in being part of our team.
✨Tip Number 4
Prepare to discuss your experience with multi-tasking and working in fast-paced environments. Be ready to provide examples of how you've successfully managed multiple tasks while maintaining a high level of customer service.
We think you need these skills to ace Advisor I, Customer Service – Mandarin
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've dealt with Mandarin-speaking customers. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention your language skills and how they will help you meet customer needs effectively. Provide examples of how you've successfully resolved customer issues in the past.
Showcase Communication Skills: Since effective communication is key for this role, ensure that your application reflects your ability to communicate clearly and professionally. Use concise language and check for grammar and spelling errors.
Highlight Adaptability: The job requires flexibility and the ability to handle repetitive tasks. In your application, mention experiences where you've successfully adapted to changing environments or managed multiple tasks simultaneously.
How to prepare for a job interview at Convergys
✨Showcase Your Language Skills
Since this role requires Mandarin proficiency, be prepared to demonstrate your language skills during the interview. Practice common customer service scenarios in Mandarin to show your fluency and comfort with the language.
✨Understand Customer Service Principles
Familiarise yourself with key customer service concepts such as empathy, active listening, and problem-solving. Be ready to discuss how you would apply these principles in real-life situations to resolve customer issues.
✨Research the Company
Take some time to learn about the company’s products and services. Understanding what they offer will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Common Questions
Anticipate questions related to handling difficult customers or resolving conflicts. Prepare specific examples from your past experiences that highlight your ability to manage such situations successfully.
