Customer Engagement Specialist - Chinese speaking

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About the job

We are looking for a Chinese speaking Customer Engagement Specialist to join our Customer Engagement Centre. You will provide frontline communication support and serve as the first point of contact through inbound channels to current and prospective customers, partners, and learners engaging with SAS.

As a Customer Engagement Specialist, you will:

• Provide direct response interactions with customer across all channels, including phones, live chat, email and social media.
• Explore and fulfil customer needs by identifying and creating sales-ready leads that are escalated to the sales teams.
• Document and Track customer interactions in the company’s CRM system.
• Customer Resolution, providing quick response by either resolving inquiries or referring the customer to the best resources for resolution.
• Social Media Monitoring to include a variety of owned and engaged channels and pages.
• Provide feedback and recommendations on how to build, strengthen and improve customer experience.
• Collaborate with other Contact Centres in EMEA & US, Sales Team and Marketing Teams to add value to the role, identifying improvements and sharing best practices for the territory.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Bachelor’s degree, preferably in Business, Marketing, MIS, or other relevant discipline.
• Excellent written and verbal communication skills in English + Chinese (to liaise with and manage our clients in the Greater China region)
• Minimum 1 year’s years’ experience in a Customer Centric Environment, preferably in the areas of Customer Service, Customer Support, Sales, Loyalty or Engagement role essential
• Proficient with standard corporate productivity tools (Microsoft Office)
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Working location: SAS Manila, Philippines. Hybrid setup: 3 days per week working from the office.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

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