Posted: 30/09/2024
Closing Date: 01/01/2025
Job Type: Permanent - Full Time
Job Category: Customer Experience
About the Role
The primary responsibility of the Bilingual Customer Service Officer is to deliver efficient and accurate transactional services to clients. This includes providing timely and precise information while maintaining high standards of customer service and ensuring a positive customer experience. The officer will handle customer inquiries and support requests through various communication channels, such as emails, live chats, and phone calls, using both Chinese (Mandarin) and English languages.
Department Customer Experience
Reports to Customer Service Team Lead
Direct Reports Nil.
Job DescriptionKey Accountabilities
The Bilingual Customer Service Officer (Mandarin) plays a key role in bridging communication between the company and Chinese-speaking clients or customers. Below are key accountabilities for this role:
Handle emails, live chats, and inbound and outbound calls in both Chinese (Mandarin) and English.
Proactively and positively address all customer inquiries.
Cultivate positive relationships with customers, prioritising their satisfaction.
Resolve and document customer complaints while escalating unresolved issues when necessary.
Ensure timely responses to tickets within the Service Level Agreement (SLA).
Participate actively in business improvement programs to enhance processes and functions.
Adhere to privacy requirements and legislative obligations to maintain data confidentiality.
Report relevant trends and insights related to client queries, complaints, and opportunities to internal stakeholders.
Meet and exceed daily, weekly, and monthly Key Performance Indicators (KPIs).
Fulfil any additional duties or projects assigned by the department/team.
Be an ambassador for Blueberry in the market; promote our interests and reputation.
Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.
Demonstrate advanced levels of competence in leadership capabilities required of the position.
Engage, support, motivate and develop capability and potential in others.
Attract, retain, and develop talent to complement Blueberry's values and behaviours.
Reward and recognise good performance aligned to Blueberry's values and goals and manage poor performance in a timely manner.
Be an ambassador for Blueberry in the market; promote our interests and reputation.
Follow our policies, procedures, and code of Ethics and Conduct.
Protect our confidential information and intellectual property.
Play an active role in your safety and the safety of others around you.
Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
Foster a culture of continuous improvement.
Continuously drive agility and flexibility in responding to market and industry changes.
Desired Skills and ExperienceQualificationsTertiary Qualification in Finance, Business, or related field, or related discipline (preferred)
ExperienceMinimum one year experience in a customer service role, responding to, and resolving customer enquiries through live chat and email.
Good understanding of regulatory trade and transaction reporting and the operational support requirements.
Good written, verbal, and interpersonal communications skills in English and Chinese (Mandarin a must, Cantonese a plus)
Strong relationship-building skills, both internally and externally.
Good quantitative analytical and problem-solving skills, coupled with high attention to detail with the ability to maintain quality even in busy times.
Strong time management skills with the ability to prioritise tasks under pressure.
Ability to use good judgment, act, and make decisions with integrity
Experience with CRM software, such as Salesforce and Hubspot.
Desire and passion for continuous learning, improvement, and innovation.
Ability to effectively collaborate and work as part of a team.#J-18808-Ljbffr