Customer Service Representative

Job Summary:

Reporting to the Team Lead /Senior– Customer Service.   

We are seeking a proactive and customer-focused Chinese-speaking Customer Service Representative to join our team. The ideal candidate will be responsible for delivering exceptional support to our Chinese, English & other native speaking clients (using google translate), resolving inquiries efficiently,  employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in Chinese, English & other native speaking clients (using google translate).
• Provide accurate information regarding products, services, and policies
• Resolve customer issues promptly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams to ensure customer satisfaction
• Identify and escalate priority issues when necessary
• Handle of Back-office queries
• Support clients with technical and troubleshooting issues
• Deal with complaints of a varying nature promptly and effectively
• Meet set performance targets including response time, resolution rate, and customer satisfaction.
• Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.

• Fluency in Chinese and English (spoken and written)
• Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage.
• Strong communication, soft-selling and interpersonal skills
• Ability to work efficiently under pressure
• Ability to multitask and work in a fast-paced environment
• Familiarity with CRM systems and support tools is a plus
• Problem-solving mindset and attention to detail
• Knowledge of any other languages is an advantage

What We Offer:

• Competitive salary and benefits
• Training and development opportunities
• Supportive and inclusive team culture
• Career growth within a global organization
• Discretionary performance related bonus
• Personalized Flexi benefits
• Global Employee Assistance Program
• Medical insurance for employee and dependents.
  
  What you will love about this role:

• “Freedom to succeed” is our core belief. It’s not just a promise we make to our clients and partners, but 
  to our people too. We want our people to LEAP and so in this role you will…

• [Learn] (e.g., from each other/from new projects).
• [Exchange] (e.g., information and best practices in an open-minded environment).
• [Advance] (e.g., by developing skills and accepting greater responsibilities/ your career progression 
• and diversification).
• [Prosper] (e.g., by acquiring skills/ by nurturing a team of x people).

• Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.