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