A global leader providing some of the best membership products is looking for Mandarin speakers to join their call centre team to cater for the expanding Chinese market. The company works with some of the best known brands/corporate clients and takes pride in delivering superior customer experience. This newly established Mandarin team will be located in their call centre in Haywards Heath, which is 12 mins train trip from Brighton. This role will be looking after one of their best membership programs as the first point of contact.
It is a full time role with shifts so it will involve working over night or in the evening depending on shifts.
Responsibilities of this role include:
*Taking inbound calls with the most professional;
*Making outbound calls to international customers;
*Responding to all customer service queries to agreed SLAs/KPIs for inbound and outbound channels (calls and emails);
*Handling all potential issues including client complaints and overcoming objections;
*Converting customer interest into sales;
*Working under direction of management to achieve targets and goals;
*Meeting and exceeding customer needs with best solutions;
*Identify issues and provide effective solutions;
*Use Contact Centre Technology as the main working tool effectively;
*Communicating with different internal teams to streamline and resolve client queries
*Proactively identify opportunities when dealing with existing and potential customers
*Full training will be given at the start of this role
To Apply If you are confident you meet the requirements below:
*Passionate about high end lifestyle/travel/hospitality/leisure services
*Knowledge or experience in international travel will be a plus
*Enjoys offering exceptional customer service
*Speaks fluent Mandarin and English
*Extremely comfortable speaking over the phone as the main communication tool
*Previous customer service/call centre experience is a great advantage
*Able to deal with customer demands and handling complaints
*Familiar with working to targets or KPIs
*Great communicator in speaking and writing
*Good time management and organisation skills
*Resilient to pressure and attention to details
*Proactive and 'can do' attitude
*Able to work independently as well as a great team player
*Computer literate; previous experience using internal IT system would be a big plus
*Flexible with shifts work (able to work some night and weekend shifts)
*Candidates must be eligible to work in the UK for at least 1 year.
Please get in touch with your updated CV!
This will be a fantastic opportunity for anyone with a real passion and ambition in travel/lifestyle industry who wishes to gain experience working with the top clients at the highest service level. Location of the office is 2 minutes from Haywards Heath train station.