We are seeking a proactive and customer-focused Chinese-speaking Customer Service Representative to join our team at Exinity. 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.

Responsibilities of a Customer Service Representative

• 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.

Qualifications for Customer Service Representative Role

• 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 Exinity Offers to a Customer Service Representative

• 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.

As a Customer Service Representative, you’ll have the freedom to succeed, learning from others, exchanging ideas in an open-minded environment, advancing your skills, and prospering within our dynamic team. Exinity is committed to equality and encourages applications from all qualified candidates.

The role of a Customer Service Representative is vital to our client’s success.

For more information about customer service skills, check out Zendesk’s guide on customer service skills.

Learn more about Exinity’s commitment to customer experience here.