Mandarin Customer Service

Role Overview

We are looking for a Mandarin Speaking Customer Service Executive for our Pune office. The ideal candidate will handle customer queries from Mandarin-speaking clients, provide timely resolutions, and ensure high customer satisfaction in a fast-paced, global support environment.

• Title: Mandarin Speaking Customer Service Executive
• Location: Pune
• CTC: Up to ₹12 LPA (fixed + variables as per company policy)
• Joining: Immediate joiners preferred (ready to join within 0–15 days)
• Employment Type: Full-time

Key Responsibilities

• Handle inbound and outbound customer interactions (calls, emails, chat) in Mandarin and English, ensuring prompt and accurate responses.
• Understand customer issues, log tickets, categorize and prioritize as per defined SOPs, and provide first-level resolution or route to the appropriate internal team.
• Maintain detailed and accurate records of customer interactions, queries, complaints, and resolutions in the CRM/ticketing system.
• Proactively follow up on open cases, update customers on status, and ensure closure within agreed SLAs and quality parameters.
• Collaborate with cross-functional teams (operations, technical, logistics, sales, etc.) to resolve complex issues for Mandarin-speaking customers.
• Escalate critical issues to seniors as per escalation matrix and support root cause analysis and corrective action implementation.
• Adhere to all process guidelines, data privacy and information security policies while handling customer data.

Required Skills and Qualifications

• Education: Any graduate (preferably in Commerce/Arts/Business/Language or related disciplines).
• Language:
• Strong fluency in Mandarin (speaking, reading, and writing preferred).
• Good communication in English; Hindi/Marathi will be an added advantage.
• Experience:
• 1–4 years of experience in customer service, BPO, or client support roles.
• Prior experience supporting international/foreign language processes is an added advantage.
• Technical/Process Skills:
• Familiarity with ticketing tools/CRM platforms (e.g., Salesforce, Zendesk, Freshdesk, in-house tools).
• Good typing speed and basic MS Office skills (Excel, Outlook, Word).
• Soft Skills:
• Strong customer orientation and problem-solving skills.
• Ability to work in rotational shifts (if applicable – add client’s shift requirement: APAC/US/24x7).
• Good listening skills, patience, and ability to handle difficult conversations professionally.

Preferred / Good-to-Have

• Formal certification in Mandarin (HSK level or university certification) will be a plus.
• Prior experience working with Chinese/Mandarin-speaking customers in BPO, IT/ITES, logistics, e‑commerce, banking, or manufacturing sectors.
• Exposure to SLA-driven environments and quality metrics such as AHT, CSAT, FCR, NPS.

Compensation and Benefits

• CTC: Up to ₹12 LPA, based on language proficiency, relevant experience, and interview performance.
• Standard benefits as per company policy (PF, medical insurance, night-shift allowance, incentives if applicable – customize as per client).
• Growth opportunities into senior customer service, quality analyst, trainer, or team lead roles for high performers over time