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CSR - Bilingual Mandarin Speaker (Onsite)

2 weeks ago

Cebu City, Central Visayas, Philippines ContactPoint360 Full time

Join our CP360 Family, today

From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian

Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.

Job Summary Purpose:

We are looking for Bilingual Mandarin Speakers with outstanding written, verbal, and interpersonal communication skills and the ability to multitask and adapt in a fast-paced environment. You will be the primary contact for our customers, assisting them with inquiries, and concerns, and providing exceptional support.

Location: Onsite (Skyrise 4B, IT Park, Cebu City)

Responsibilities

  • Provide 'world-class' service excellence to clients by offering consistent over-the-phone customer service experience to Chinese Mandarin customers.
  • Serve as the main point of contact for customers, assisting them with their queries, complaints, and requests.
  • Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction.
  • Manage and resolve customer complaints and issues effectively, escalating concerns to the appropriate department when necessary.
  • Process customer orders, returns, refunds, and exchanges, ensuring accuracy and timeliness.
  • Maintain a comprehensive knowledge base of trends, and industry developments to provide top-notch customer service.
  • Keep detailed and accurate records of customer interactions, transactions, and feedback in our customer relationship management (CRM) system.
  • Continuously contribute to improving customer service processes and procedures, striving for excellence in customer satisfaction.
  • May work on non-routine tasks; resolve issues / making working decisions within area of specialization or responsibility.
  • Performs other duties as required.

Qualifications

  • Close to a native Mandarin speaker
  • Can work on an Evening shift/Shifting schedule
  • High school diploma or equivalent; bachelor's degree is a plus.
  • Proven experience as a Customer Service Representative or similar customer-facing role.
  • Exceptional communication skills, both written and verbal, with a courteous and friendly approach.
  • Highly organized and detail-oriented with the ability to multitask and prioritize workload effectively.
  • Prior experience in a retail or e-commerce customer service role is a plus.

What's in it for you?

  • Great base salary
  • HMO Medical Insurance
  • Dental Coverage
  • Paid Vacation and Sick leave
  • 13th-Month Pay
  • Career & Leadership Development Training Programs
  • Corporate Employee Discounts on Partnered Stores

Join our Amazing Team Today and Embrace Excellence Together