This role requires the candidate to work in Indonesia (Remote/Work From Home).
Client Overview:
Our client is a global leader in outsourced omnichannel customer experience management, serving some of the world's most prestigious brands. As part of their continued expansion into the North American market, they are launching a high-priority bilingual project dedicated to serving Mandarin-speaking customers in the US and Canada.
This is a unique "Founding Team" opportunity. The client is currently hiring the very first wave of officers for this project, meaning successful candidates will have the chance to set the standard for service excellence and be part of the initial core group that defines the project’s success and culture within the Indonesian operational landscape.
Job Role:
The International Contact Center Officer is a critical bilingual role (Mandarin & English) designed to bridge the communication gap for the North American market. Operating in a full Work From Home (WFH) capacity, with employee-provided equipment (adequate PC or Laptop & high-speed internet), you will serve as the primary point of contact for both English and Mandarin-speaking international customers, handling complex inquiries across multiple channels including voice, email, and chat.
This role is not merely about answering calls, it is about providing sophisticated problem-solving and cultural navigation for a diverse clientele while maintaining the high discipline required for midnight-shift operations and independent remote work. You will be responsible for representing global brands with a "service soul," ensuring that every interaction meets international quality standards.
Key Responsibilities:
- Omnichannel Customer Engagement: Professionally manage inbound and outbound interactions via calls, emails, and live chat, ensuring a seamless experience for North American clients.
- Bilingual Resolution: Provide accurate information and resolve customer inquiries in fluent Mandarin and English, maintaining a high standard of professional etiquette.
- System Documentation: Meticulously record and update customer interactions within the CRM system to ensure continuity of service and data integrity.
- Issue Escalation: Identify complex or high-priority issues and coordinate with internal specialized teams to ensure timely resolution and follow-up.
- Quality Compliance: Adhere to global service quality standards and meet Key Performance Indicators (KPIs) related to customer satisfaction and response time.
- Remote Discipline: Maintain high availability and performance standards while working independently in a home-based environment during US daylight hours.
Candidate Requirements:
- Bachelor’s Degree in any field.
- Willingness and readiness to work permanent night shifts aligned with US daylight hours.
- 1–2 years of experience in contact center, customer service, or any role demonstrating strong customer service skills and passion.
- Exceptional verbal and written fluency in Mandarin and English, with experience in cross-cultural communication or professional interpretation highly welcomed.
- Tech-savvy, adaptable, and able to navigate multiple software platforms while quickly learning new digital tools.
- Strong self-starter with effective time management for remote work, maintaining professionalism under high-pressure situations or complex customer disputes.
- Genuine passion for customer service with empathy, patience, and solution-oriented approach.
- Equipped with adequate PC/laptop and stable high-speed internet suitable for VoIP and high-volume data handling.
Job code: #650
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