About the Role :
The Role involves A Mandarin Speaker Customer Experience Advisor to be responsible for handling customer interactions in Mandarin (Chinese) while ensuring a smooth, positive customer journey. This role is common in banking, telecom, e-commerce, aviation, hospitality, and fintech companies that serve Mandarin-speaking customers.
What You Will Be Doing:
- Handle inbound and outbound calls, chats, and emails from customers regarding inquiries, account-related issues, and product/service information.
- Provide prompt, accurate, and professional responses to customer inquiries, resolving issues or directing them to the appropriate channels when necessary.
- Identify customer financial needs and effectively cross-sell relevant banking products and services aligned with their requirements.
- Achieve monthly sales targets by cross-selling to the existing customer base and closing opportunities.
- Report any suspected fraudulent transactions or activities immediately, following established fraud prevention protocols.
- Manage and de-escalate customer complaints with empathy, patience, and professionalism to ensure satisfactory resolutions.
- Ensure strict adherence to security, compliance, and confidentiality guidelines, maintaining the integrity of customer information.
- Follow all bank procedures, policies, and Business Continuity Plan (BCP) regulations.
- Differentiate between Conventional & Islamic banking calls and assist customers based on their preferred products/services.
- Document all customer interactions accurately in the designated CRM systems.
- Provide market feedback on competitors and suggest product/service improvements.
- Capture and report customer feedback to support continuous product development and service enhancement.
- Collaborate with internal departments to resolve customer issues and improve overall service delivery.
- Stay updated on banking products, policies, and regulatory changes to provide accurate information.
- Deliver personalized service by thoroughly assessing customer needs and educating customers where applicable.
What We Are Looking For
- Fluency in Mandarin and English (mandatory)
- Prior experience in Banking / Financial Services (preferred)
- Strong communication and sales skills
- Customer-focused mindset with problem-solving ability
- Knowledge of Conventional & Islamic banking products is an advantage
Skills & Competencies:
- Fostering teamwork
- Conceptual thinking
- Persuasive communication
- Strategic thinking
- Networking & relationship building
- Strong blend of strategic thinking, operational excellence, and deep market insight to drive sustainable growth.
What You'll Gain:
- Competitive compensation and performance-based incentives
- Medical coverage for you and your family
- Comprehensive life insurance
- Exposure to high-impact strategic projects
- Supportive and inclusive workplace culture
- Opportunities for career advancement and professional development
