Team Member- Mandarin Language

Job Title: Customer Service Agent – Mandarin
Job Code: 417093
Location: Bangalore / Mumbai
Band: BPO 2/3
Salary: Up to ₹10 LPA
Shift: APAC Business Hours; open to shifts and weekends

Job Summary:
As a Customer Service Agent, you will be the first point of contact for customers, providing exceptional support through multiple communication channels, including phone, email, chat, and social media. The role involves handling customer inquiries, resolving issues, providing information about digital banking products and services, and ensuring a positive customer experience. The ideal candidate will have strong communication skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

• Answer incoming calls and respond to live chat and email inquiries related to digital banking products and services.

• Assist customers with account-related issues, including account opening, closure, and maintenance.

• Achieve performance targets and KPIs related to call resolution time, customer satisfaction, and response time.

• Identify and resolve customer complaints and issues, escalating complex cases when required.

• Maintain accurate records of customer interactions, transactions, comments, and complaints in the CRM system.

• Collaborate with internal bank stakeholders to resolve complex customer issues.

• Stay updated on bank policies, procedures, products, services, and regulatory requirements to ensure compliance.

• Provide professional and customer-focused support across all communication channels.

Qualifications & Skills:

• Diploma or Bachelor’s degree in any discipline.

• Minimum 1 year of customer service experience in a contact center environment.

• Experience in the banking or financial services industry is required.

• Native-level Mandarin language proficiency is mandatory.

• Good English communication skills will be an added advantage.

• Strong verbal and written communication and interpersonal skills.

• Ability to handle difficult customer situations with patience and professionalism.

• Knowledge of banking products, services, and regulations.

• Ability to work in shifts and on weekends as required.

Important Requirements:

• Mandarin language proficiency is mandatory.

• Banking/financial services contact center experience is required.

• Former employees of TCS are not eligible to apply.