The Bilingual Customer Service Officer (Mandarin) plays a crucial role in bridging communication between the company and Chinese-speaking clients or customers. Their primary responsibilities include:

• Handle emails, live chats, and inbound and outbound calls in both Chinese (Mandarin) and English.
• Proactively and positively address all customer inquiries.
• Cultivate positive relationships with customers, prioritizing their satisfaction.
• Resolve and document customer complaints while escalating unresolved issues when necessary.
• Ensure timely responses to tickets within the Service Level Agreement (SLA).
• Participate actively in business improvement programs to enhance processes and functions.
• Adhere to privacy requirements and legislative obligations to maintain data confidentiality.
• Report relevant trends and insights related to client queries, complaints, and opportunities to internal stakeholders.
• Meet and exceed daily, weekly, and monthly Key Performance Indicators (KPIs).
• Fulfill any additional duties or projects assigned by the department/team.

Act as a representative of Blueberry in the market, promoting our interests and reputation.

• Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.
• Demonstrate advanced levels of competence in leadership capabilities required of the position.
• Engage, support, motivate and develop capability and potential in others.
• Attract, retain, and develop talent to complement Blueberry’s values and behaviors.
• Reward and recognize good performance aligned to Blueberry’s values and goals and manage poor performance in a timely manner.
• Be an ambassador for Blueberry in the market; promote our interests and reputation.
• Follow our policies, procedures, and code of Ethics and Conduct.
• Protect our confidential information and intellectual property. 
• Play an active role in your safety and the safety of others around you.
• Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
• Foster a culture of continuous improvement.
• Continuously drive agility and flexibility in responding to market and industry changes.

Qualification 

• Tertiary Qualification in Finance, Business, or related field, or related discipline (preferred)

Experience

• Minimum one year experience in a customer service role, responding to, and resolving customer enquiries through live chat and email.
• Good understanding of regulatory trade and transaction reporting and the operational support requirements.
• A passion for providing excellent customer service 
• Good written, verbal, and interpersonal communications skills in English and Chinese (Mandarin a must, Cantonese a plus)
• Strong relationship-building skills, both internally and externally.
• Good quantitative analytical and problem-solving skills, coupled with high attention to detail with the ability to maintain quality even in busy times.
• Strong time management skills with the ability to prioritise tasks under pressure.
• Ability to use good judgment, act, and make decisions with integrity
• Experience with CRM software, such as Salesforce and Hubspot.
• Desire and passion for continuous learning, improvement, and innovation.
• Ability to effectively collaborate and work as part of a team.