Deskripsi Pekerjaan
Are you a multilingual professional with a passion for excellence in customer service? MatchaTalent is currently seeking a highly motivated International Contact Center Officer to join our dynamic Global BPO team. In this pivotal role, you will act as the primary point of contact for our prestigious North American clients, ensuring a seamless support experience across multiple communication channels.
We are looking for a candidate who excels in both Mandarin and English, capable of navigating complex inquiries with professionalism, empathy, and efficiency. You will be working in a high-performance environment, utilizing cutting-edge CRM tools to deliver world-class service. If you thrive in a global atmosphere and are ready to advance your career with a leading BPO provider, we invite you to apply.
Tanggung Jawab
- Manage high-volume inbound/outbound inquiries via voice, chat, and email for North American stakeholders.
- Maintain high levels of customer satisfaction by providing accurate and timely information.
- Document customer interactions thoroughly within our internal CRM system to ensure data integrity.
- Resolve escalated issues by identifying root causes and implementing effective solutions.
- Collaborate with cross-functional teams to improve service quality and efficiency standards.
- Meet and exceed individual and team-based key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on product knowledge and communication protocols.
Kualifikasi
- Fluency in both Mandarin (Written & Spoken) and English is mandatory.
- Minimum of 1-2 years of experience in a contact center or BPO environment.
- Ability to work flexible shifts to align with North American time zones.
- Excellent active listening, analytical, and interpersonal communication skills.
- Strong computer literacy, including proficiency with CRM software and MS Office suite.
- High level of cultural intelligence to effectively support international clients.
- Ability to multitask and handle pressure in a fast-paced environment.