Customer Support Representative (Chinese Speaking)
Dubai, United Arab Emirates
Full timeOn-site
Job description
ABOUT THE POSITION
Position: Customer Support Representative
Place of Employment: Dubai
SUMMARY OF ROLE
The Customer Support Representative at C1 supports customers and affiliates (members and entrepreneurs) by providing helpful information, answering questions, responding to complaints, fixing any technical issues, and providing translation support. You’ll be at the front line of support for customers and affiliates, and you will help ensure that they are satisfied with the products, services, and features we have at C1.
TASKS & RESPONSIBILITY
- Address all requests received by email, tickets, and chat.
- Solve complex customer and affiliate' issues when necessary and escalated, being the go-to person on C1 core operations processes when specific issues are escalated.
- Keep records of customers and affiliates' interactions, transactions, comments, and complaints.
- Improve service quality and processes while being result- and performance-oriented.
- Always maintain a positive, empathetic, and professional attitude toward customers.
- Use expertise to build strong, healthy relationships with clients and affiliates, convince them of all the benefits of doing business with the organization, and create an open and accessible communication route for the free flow of information.
- Identify and assess customers’ and affiliates' needs to achieve satisfaction.
- Provide accurate, valid, and complete information by using the right methods and tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, escalate to Team Leader, and Manager if needed, and follow up to ensure resolution.
- Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers and affiliates.
- Mentor new employees with skills for this role.
- Update our internal databases with information about technical issues and useful discussions with customers (maintaining KDB).
- Meet or exceed individual assigned KPIs and contribute to achieving organizational objectives.
- Translate the assigned content into the assigned language with quality and complete it within the target timeline.
- Complete the duties assigned during the company's event and support other departments for the language support needed from time to time.
EXPERIENCE / PERSONAL REQUIREMENTS
- Chinese Speaking
- A bachelor’s degree minimum and at least 5 years of professional experience in a customer service environment, including 2 years in a call center.
- A professional background in the digital marketing environment is a plus.
- Perfect written and oral language skills.
- Excellent communication capabilities, with a good level of empathy and effective listening
- Service- and quality-oriented.
- A fast problem solver and good computer skills.