Apply on Kit Job: kitjob.in/job/43qcuw

Role Overview

We are looking for a Mandarin Speaking Customer Service Executive for our Pune office. The ideal candidate will handle customer queries from Mandarin-speaking clients, provide timely resolutions, and ensure high customer satisfaction in a fast-paced, global support environment.

- Title: Mandarin Speaking Customer Service Executive
- Location: Pune
- CTC: Up to ₹12 LPA (fixed + variables as per company policy)
- Joining: Immediate joiners preferred (ready to join within 0–15 days)
- Employment Type: Full-time

Key Responsibilities

- Handle inbound and outbound customer interactions (calls, emails, chat) in Mandarin and English, ensuring prompt and accurate responses.
- Understand customer issues, log tickets, categorize and prioritize as per defined SOPs, and provide first-level resolution or route to the appropriate internal team.
- Maintain detailed and accurate records of customer interactions, queries, complaints, and resolutions in the CRM/ticketing system.
- Proactively follow up on open cases, update customers on status, and ensure closure within agreed SLAs and quality parameters.
- Collaborate with cross-functional teams (operations, technical, logistics, sales, etc.) to resolve complex issues for Mandarin-speaking customers.
- Escalate critical issues to seniors as per escalation matrix and support root cause analysis and corrective action implementation.
- Adhere to all process guidelines, data privacy and information security policies while handling customer data.

Required Skills and Qualifications

- Education: Any graduate (preferably in Commerce/Arts/Business/Language or related disciplines).




- Language:
- Strong fluency in Mandarin (speaking, reading, and writing preferred).
- Good communication in English; Hindi/Marathi will be an added advantage.
- Experience:
- 1–4 years of experience in customer service, BPO, or client support roles.
- Prior experience supporting international/foreign language processes is an added advantage.
- Technical/Process Skills:
- Familiarity with ticketing tools/CRM platforms (e.g., Salesforce, Zendesk, Freshdesk, in-house tools).
- Good typing speed and basic MS Office skills (Excel, Outlook, Word).
- Soft Skills:
- Strong customer orientation and problem-solving skills.
- Ability to work in rotational shifts (if applicable – add client’s shift requirement: APAC/US/24x7).
- Good listening skills, patience, and ability to handle difficult conversations professionally.

Preferred / Good-to-Have

- Formal certification in Mandarin (HSK level or university certification) will be a plus.
- Prior experience working with Chinese/Mandarin-speaking customers in BPO, IT/ITES, logistics, e‑commerce, banking, or manufacturing sectors.
- Exposure to SLA-driven environments and quality metrics such as AHT, CSAT, FCR, NPS.

Compensation and Advantages

- CTC: Up to ₹12 LPA, based on language proficiency, relevant experience, and interview performance.
- Standard benefits as per company policy (PF, medical insurance, night-shift allowance, incentives if applicable – customize as per client).
- Growth opportunities into senior customer service, quality analyst, trainer, or team lead roles for high performers over time

Apply on Kit Job: kitjob.in/job/43qcuw

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