Customer Experience Specialist (Chinese Speaking)

1. Customer Support & Issue Resolution

• Provide quality support through Live Chat, Voice, and Digital Ticket channels to address consumer and partner inquiries effectively.
• Ensure a positive and professional interaction during every consumer and partner engagement.
• Manage service enquiries and disputes arising from consumers.
• Guide driver partners and passengers in using the mobile application.

2. Monitoring & Feedback Collection

• Monitor various company communication channels, including social media, web inquiries, and internal platforms.
• Respond promptly and accurately to queries and concerns raised through these channels.
• Collect feedback from merchants, drivers, and passengers to identify common issues and challenges.
• Observe and promptly report front-line issues, such as booking problems or service disruptions, to the team lead.

3. Relationship Building & Cross-Functional Support

• Build and maintain good relationships and community-building efforts with consumers and partners.
• Support other departments with campaigns and initiatives as needed.

• Studying or graduate in bachelor degree
• At least 1 years Contact Centre experience in a fast-paced environment
• Good computer skills
• Good at English and Chinese (Speaking & Writing)
• Able to work on shifts rotation and night shift
• Strong customer service and communication skills across multiple channels (Live Chat, Voice, Digital Tickets).
• Ability to handle and resolve disputes professionally and efficiently.
• Empathy and patience when guiding users through mobile applications.
• Strong observational skills to identify and report recurring issues.
• Ability to work collaboratively and support cross-functional teams.