Mandarin Agent for ANZ
4 days ago
● Scope of Service
Contact center & Customer Care Services for several business lines and covering different channels ( Phone, email, in-app chat & social media). Might require special skills (AKA Front Office Services):
The front office team is the direct contact with the customer, maintaining interaction, service and problem solving, either through voice communication (through the telephone exchange), as textual, through calls via email / application
● Job Description
○ Front line Service
The front office team is the direct contact with Didi's customers, maintaining interaction, service and problem solving, either through voice communication (through the telephone exchange), as textual, through calls via email / application.Provider shall appoint at all times the agreed number of qualified Personnel. Provider´s Personnel employed in the provision of Services must have the academic trainings required for these Services, including at least:
1. Higher degree, full technician, full technologist or studying at Higher Education Institution.
2. Language:
(1) English: C1/C2 (Both Verbal and Written capabilities need to meet C1/C2)
(2) Mandarin: Native Speaker (Both Verbal and Written capabilities)
3. Have recent experience with customer service for at least one year (preferred)
● The front office Services provided by the Provider shall satisfy the following parameters:
○ Soft skills:Empathy, Emotional Intelligence, Listening, Problem-solving
○ Hard skills: Keyboarding and Typing Speed, Language (Local language), CRM software, Bachelor - on going, Communication Skills.
1. Personnel shall possess appropriate problem-solving skills that allow them to analyze a situation or problem using logic and reason, come up with potential solutions and adapt to evolving conditions.
2. The Service shall be provided in a communicative, precise and simple manner.
3. The Service shall be provided with a sufficient knowledge of computational management.
4. The Service shall be provided with customer-centric attention to DiDi´s end-customers
5. The Personnel shall be respectful and assertive in their communications when addressing DiDi´s customers' issues and petitions.
6. When addressing Didi´s customers petitions and issues the Services shall be provided with a strategic, decisive, efficient and helpful approach.
7. Logical thinking, fast learning and the ability to use multiple systems with good technology skill and information simultaneously.
● The front office Services provided by the Provider shall comply with the following activities
1. Reactive and proactive assistance by phone and/or via application, email, Facebook (textual) requested by DiDi's customers
2. problem solving; quickly identify and escalate critical and/or unexpected problems (potential crisis)
3. Assertive oral and written communication, accurately understand of needs of DiDi's customers, demonstrate empathy and confidence in tone of voice, and convey information clearly and transparently;
4. Identify and analyze user behavior patterns and what are the procedures to optimize and make routine activities more effective;
5. Carry out tasks with the focus of reaching daily goals, and attention to the safety and quality of Services, as well as customer experience of DiDi's customers ;
● Working hours: 9am to 6pm, AU time, Monday to Friday. (Service hours can be changed according to business needs)
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