Customer Service Specialist

About the role

We are seeking a Customer Service Specialist who can speak Mandarin and Cantonese fluently, with strong English communication skills, to handle customer inquiries across multiple channels in a BPO environment.

Key responsibilities

• Respond to customer inquiries via phone, chat, email, web, or social media.
• Diagnose issues, determine appropriate solutions, and follow escalation procedures when needed.
• De‑escalate angry or frustrated customers while maintaining professionalism.
• Navigate multiple customer‑service tools, knowledge bases, and internal systems efficiently.

Required profile

• Excellent active listening, questioning, and probing abilities.
• Strong analytical and problem‑solving skills with keen attention to detail.
• Ability to handle difficult customers and diffuse tense situations.
• Good judgment in assessing issues and determining appropriate actions.

Required skills

• Proficiency with MS Office applications.
• Good keyboarding speed and accuracy.
• Comfortable using multiple customer‑service platforms, knowledge bases, and support scripts.
• Quick learner for new systems and processes.