Mandarin Account Associate

Description / Requirements
Summary
• The position is responsible for ensuring extraordinary service by promptly and accurately responding to phone calls from existing customers, making it easy for them to do business with us, recognizing their value to us and solving their issues. Incumbents of this position also add incremental value on each and every interaction with a stated outcome of exceptional feedback from our customer and increased customer’s loyalty. They will also be responsible for evaluating and analyzing customer account information and recommending tailored solutions to the customer that add value to their business.

Essential Duties & Responsibilities include the following:
• Other duties may be assigned by the Department Head
and / or its representatives
• Works in a fast-paced, structured call center environment
• Delivers extraordinary customer care by responding to customer questions concerning their accounts
• Grows and nurtures customer relationships on each and every call that result in measurable customer value
• Documents necessary account information and offer solutions that benefit the customer
• Maintains acceptable performance standards, including effectiveness, efficiency and quality.
• Upholds the client policies (call handing, password, security, systems, and confidentiality etc)
• Supports and adheres to company policies, requirements, and expectations
• Maintains regular and consistent attendance and punctuality

Education & Experience
• Must be fluent in speaking both Mandarin and English
• Must have at least 6 months tenure in current position
• No existing or pending infractions

Competencies
• Successful experience in the service industry is strongly preferred with a passion for building customer loyalty
• Experience working in a technical support environment
• Strong problem solving skills
• Flexibility for scheduling
• Passion for serving customers with proactive solutions that grow relationships
• Exceptional listening and relationship building skills
• Demonstrates ability to manage complex, difficult, or emotional situations
• Effective and accurate decision-making skills
• Strong verbal communication skills including active listening
• Multi-tasking ability
• Critical thinking

Must be amenable to work in GY schedule and onsite (they will be reporting on site in Pasig)