Customer Service Advisor-Mandarin Speaking

Essential Functions/Core Responsibilities:

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.

Candidate Profile

• High school diploma with 1 year of customer service and Gaming experience (Hoyoverse/Genshin Impact).
• Showcase your game ID and adventure rank level is required.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC Knowledge.
• Ability to effectively communicate, both written and verbally in Mandarin
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member as well as independently.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
• Ability to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required