Customer Experience Advisor (Mandarin Speaker)

About the RoleThe Role involves A Mandarin Speaker – Customer Experience Advisor to be responsible for handling customer interactions in Mandarin (Chinese) while ensuring a smooth, positive customer journey. This role is common in banking, telecom, e-commerce, aviation, hospitality, and fintech companies that serve Mandarin-speaking customers.What You Will Be DoingHandle inbound and outbound calls, chats, and emails from customers regarding inquiries, account-related issues, and product/service information.Provide prompt, accurate, and professional responses to customer inquiries, resolving issues or directing them to the appropriate channels when necessary.Identify customer financial needs and effectively cross-sell relevant banking products and services aligned with their requirements.Achieve monthly sales targets by cross-selling to the existing customer base and closing opportunities.Report any suspected fraudulent transactions or activities immediately, following established fraud prevention protocols.Manage and de-escalate customer complaints with empathy, patience, and professionalism to ensure satisfactory resolutions.Ensure strict adherence to security, compliance, and confidentiality guidelines, maintaining the integrity of customer information.Follow all bank procedures, policies, and Business Continuity Plan (BCP) regulations.Differentiate between Conventional & Islamic banking calls and assist customers based on their preferred products/services.Document all customer interactions accurately in the designated CRM systems.Provide market feedback on competitors and suggest product/service improvements.Capture and report customer feedback to support continuous product development and service enhancement.Collaborate with internal departments to resolve customer issues and improve overall service delivery.Stay updated on banking products, policies, and regulatory changes to provide accurate information.Deliver personalized service by thoroughly assessing customer needs and educating customers where applicable.What We Are Looking ForFluency in Mandarin and English (mandatory)Prior experience in Banking / Financial Services (preferred)Strong communication and sales skillsCustomer-focused mindset with problem-solving abilityKnowledge of Conventional & Islamic banking products is an advantageSkills & CompetenciesFostering teamworkConceptual thinkingPersuasive communicationStrategic thinkingNetworking & relationship buildingStrong blend of strategic thinking, operational excellence, and deep market insight to drive sustainable growth.What You’ll GainCompetitive compensation and performance-based incentivesMedical coverage for you and your familyComprehensive life insuranceExposure to high-impact strategic projectsSupportive and inclusive workplace cultureOpportunities for career advancement and professional development#J-18808-Ljbffr