Customer Support Representative (Chinese Speaking)

About The Position

This role as a Customer Support Representative is based in Dubai at C1. You will serve as the primary contact for customers and affiliates, assisting with inquiries, complaints, technical challenges, and providing translation services to facilitate communication.

Responsibilities

• Respond to incoming requests via email, ticketing system, and chat platforms promptly.
• Resolve complex issues escalated by customers and affiliates, serving as an expert resource on C1's core operational processes.
• Maintain detailed records of interactions, transactions, feedback, and complaints from customers and affiliates.
• Continuously work on enhancing service quality and internal processes with attention to outcomes and performance.
• Consistently exhibit a courteous, empathetic, and professional demeanor when engaging with clients.
• Develop strong, transparent relationships with customers and affiliates, promoting the benefits of the organization's offerings and ensuring open communication channels.
• Evaluate and meet the needs of customers and affiliates to maximize satisfaction.
• Provide accurate and comprehensive information utilizing appropriate methods and tools.
• Effectively manage complaints by offering timely solutions or alternatives, escalating issues to supervisors when necessary, and confirming resolution follow-ups.
• Adhere to established communication standards, policies, and procedures while striving to actively engage customers and affiliates.
• Support onboarding by mentoring new employees on role-specific skills.
• Log technical issues and valuable customer discussions into internal knowledge databases (KDB) for reference.
• Consistently meet or surpass personal KPIs and contribute to the organization's overall goals.
• Translate designated content into Chinese accurately and deliver within set deadlines.
• Participate in company events and assist other teams with language support as needed.

Requirements and Qualifications

• Fluency in spoken and written Chinese is essential.
• Possess at least a bachelor's degree with a minimum of 5 years professional customer service experience, including at least 2 years in a call center environment.
• Experience in digital marketing is advantageous but not mandatory.
• Excellent command of verbal and written communication.
• Strong communication skills combined with empathy and attentive listening abilities.
• A commitment to service excellence and quality delivery.
• Quick problem-solving abilities and competent computer skills are required.