Mandarin Analyst

Job Description:

Key Responsibilities

• Handle customer inquiries via phone, email, chat, in Mandarin (and English if required)

• Provide accurate information about products, services, policies, and procedures

• Resolve customer complaints efficiently with professionalism and empathy

• Record and update customer interactions in CRM or support systems

• Escalate complex or unresolved issues to appropriate internal teams

• Meet service quality standards, KPIs, and response time targets

• Build positive relationships to enhance customer satisfaction and loyalty

Required Qualifications

• Native or fluent Mandarin speaker (spoken and written)

• Good command of English (spoken and written)

• High school diploma or equivalent (Bachelor’s degree preferred)

• Previous customer service or call center experience is an advantage

• Strong communication and problem-solving skills

Preferred Qualifications

• Experience supporting customers in APAC or China-facing markets

• Familiarity with CRM tools and customer support platforms

• Knowledge of Mandarin dialects is a plus

• Experience in e-commerce, banking, travel, telecom, or tech support

Key Skills

• Clear verbal and written communication

• Active listening and conflict resolution

• Patience, empathy, and professionalism

• Multitasking and time management