Customer Service Agent – Chinese & English

Description

Our client is a leader in the sports betting, gaming, and entertainment industry. As part of their continued expansion, they have established a brand-new Shared Services Centre in Sofia.

We are looking for a dedicated and empathetic Customer Service Agent to join their growing team in Sofia.

Job Profile for Customer Service Agent
Responsibilities will include, but not be limited to:

• Identify and assess customer needs to ensure high satisfaction
• Respond to customer enquiries via live chat, email, phone, or other channels in Mandarin or Cantonese and English
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information using the correct tools and resources
• Meet personal and team sales targets as well as specific quotas
• Handle customer complaints by providing appropriate solutions and alternatives within set timeframes, and follow up to ensure resolution
• Escalate complex or sensitive cases to relevant departments while maintaining ownership until resolved
• Keep accurate records of customer interactions, process accounts, and file documents as required
• Follow established communication procedures, guidelines, and policies
• Collaborate with internal teams to ensure a seamless customer experience
• Work flexible shifts, including evenings, weekends, and holidays, when required
• Perform basic technical troubleshooting (browsers, applications, login issues, etc.)
• Carry out other tasks assigned by the line manager 

Candidate Profile for Customer Service Agent

• Must be fluent in Chinese and English, both written and spoken
• Hold a minimum of a High School diploma
• Possess excellent written and verbal communication skills
• Show proven experience in customer support roles
• Provide evidence of achieving set targets or quotas
• Demonstrate familiarity with CRM systems and customer service practices
• Display customer orientation and adaptability to different personality types
• Communicate and present effectively in diverse situations
• Manage multiple tasks, prioritise effectively, and handle time efficiently

What Our Client Offers

• Bonus based on company and personal performance
• Food vouchers – BGN 200
• Transportation allowance

Blue Lynx Careers EOOD is a registered provider of Recruitment Services with License No: 3173/06.07.2021