Customer Experience Advisor; Mandarin Speaker

About the Role

The 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.

• Handle 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.

• Fluency in Mandarin and English (mandatory)
• Prior experience in Banking / Financial Services (preferred)
• Strong communication and sales skills
• Customer-focused mindset with problem-solving ability
• Knowledge of Conventional & Islamic banking products is an advantage

• Fostering teamwork
• Conceptual thinking
• Persuasive communication
• Strategic thinking
• Networking & relationship building
• Strong blend of strategic thinking, operational excellence, and deep market insight to drive sustainable growth.

• Competitive compensation and performance-based incentives
• Medical coverage for you and your family
• Comprehensive life insurance
• Exposure to high-impact strategic projects
• Supportive and inclusive workplace culture
• Opportunities for career advancement and professional development