Chinese (Mandarin) Customer Service Advisor

  • Ref:3151
  • Date Published:2017-08-11
  • Consultant:Simon Goymer
  • Type:Permanent
  • Category:Customer Services
  • Location:South London
  • Salary:£21,000 plus bonuses up to £4200

A leading Luxury online fashion business based in South East London is currently looking for a Chinese (Mandarin) Customer Service Advisor to join their multi-lingual customer services operation.

Key responsibilities include:

To assist customers with any issues with regards to their returns or their orders via emails or by phone

Communicate promptly any information to customers about their orders

To help customers to register online and/or to process their orders

Deal with complaints and escalation process where necessary

To handle difficult customers with professionalism

To be able to deal with customers with late returns and faulty goods

Liaise with Fulfilment for any issues with customers’ orders

Liaise with shipping department over issues raised by customers with regard to either orders or returns

To assist Finance Department with customers on security checks (calls or emails)

Liaise with Finance for any accounting enquiries and flag accounting issues raised by customers

Maintain a high level of service awareness at all time

Active use of order tracker and order database

To help customers with product enquiries

 

This is a shift based position working between 7am and 6.30pm Monday to Friday and 1 in 4 weekends. The working week is for a total of 37.5hrs over a 5-day period.

Additionally, the position also pays a monthly bonus up to £350 per month or up to £4200 per year depending on sales, productivity and quality.

Essential requirements

Must be able to speak and write fluent Mandarin & English

Excellent experience with Customer Care in an office environment or on the shop floor

Previous contact centre experience is beneficial

Excellent written and verbal communication skills

Must be happy to work shifts and work some weekends

Happy to work in an inbound sales environment

Good team player

Excellent keyboard and written skills, articulate with good spelling and grammar

Excellent communication skills specifically in regard to building relationships with customers

Reliable and consistent

Flexible attitude and able to take initiative

Excellent eye for detail and good organizational skills

Experience with Microsoft packages