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Mandarin Bilingual Customer Care Representative (Day shift) - Alabang

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:

TECHNOLOGY (IT & IT peripherals)

Job Description and Qualification:

The Customer Care Representative is responsible for providing the highest possible level of customer care to the clients and candidates. They will work closely with our Operations and Account Management Teams to ensure they meet the expectations of its clients and delivers a ‘Total Customer Experience’. This role reports into a Customer Care Team Leader.

  • Responds to inbound contacts from clients and candidates in a timely manner.
  • Ensures that deadlines and Service Level Agreements are adhered to.
  • Provides a high quality level of customer care when responding to email and phone enquiries.
  • Takes full ownership of all queries, providing a prompt resolution.
  • Manages client and candidate expectations throughout the background screening process, through clear and professional communication.
  • Consistently achieves individual targets and contributes positively to team goals.
  • Follows the correct escalation paths to liaise with Operational and Technical support teams.
  • Thoroughly and accurately documents all contacts in relevant systems.
  • Identifies challenges and opportunities for improvement within the business.
  • Uses initiative to suggest solutions to challenges that have been identified.
  • Recognises the wider impact of their role within the business.
  • Contributes to the continuous improvement of systems, processes and procedures.
  • Supports the Customer Care Team on ad hoc initiatives and projects.
  • Works to achieve agreed annual goals in line with the performance management process.
  • Works closely with line manager to maximise own strengths, improve weaknesses and support own career development.
  • Recognises opportunities for their own development.
  • Completes mandatory, technical and on the job training as required to enhance skills and develop knowledge.
  • Takes on board constructive feedback and takes steps to improve performance accordingly.
  • Operates in line with all policies and procedures.
  • Demonstrates Company Values and contributes to a positive culture
  • Relevant experience of working in a Customer Care environment.
  • A professional telephone manner and an exemplary level of customer service.
  • Ability to communicate clearly verbally and in writing.
  • Strong listening skills.
  • Excellent time management and organisational skills.
  • Strong attention to detail.
  • Ability to collaborate within and across teams.
  • Accountability and ownership of the role.
  • A quick learner and enthusiastic about their own development.
  • A high level of computer literacy and the ability to work in a Microsoft Office environment.
  • Creative thinking and ability to use their own initiative.
LOCATION: Alabang, Muntinlupa City
LANGUAGES: English + Mandarin 
HOURS: 9am-6pm Manila Time