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Customer Service Rep (Mandarin Speaking)

Location:	North, Toronto, Ontario, Canada
Job Type:	Permanent
Posted:	30th Jan 2010
Closing Date:	27th Feb 2010
Posted By:	IC Solutions
Details:
Customer Service Rep (Mandarin Speaking) Our client provides North American consumers with truly low cost long distance. With a no nonsense Value, Quality, Reliability, and unmatched customer care, they are expanding and immediately seek a bright and talented: Customer Services Associate [Mandarin Speaking] Reporting to the Manager, Customer Services, the Customer Services Associate will provide a superior level of customer support to our Residential and Corporate clientele while maintaining a professional and exceptional level of service. The Associate will be responsible for handling all inbound calls presented and effectively listen, communicate, and troubleshoot efficiently to resolve all service inquiries completely. Attention to detail in both written and listening skills will be the key strengths of being successful in this role. Superior command and control of the English language is assumed. Position Responsibilities: Respond to all incoming inquiries (calls and remote customer support) and concerns Provide an exceptional level of VoIP & Long Distance customer support to Residential and Corporate customers by actively listening, documenting, and striving for a high level of first call resolution Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels Following up on e-mail support requests and calls delegated from Management are required to provide resolution and preserve a high level of customer satisfaction Escalate potential product or services issue to Customer Services Management, as well as customer inquiries to preserve problem resolution in a timely manner Interface with other departments and groups and re-direct appropriate calls when required Participate in weekly staff meetings Work with management on special projects when required Provide assistance with all general duties required for the smooth operations of the Customer Services Department Professional Qualifications: Additional languages are an asset, however Mandarin is mandatory for this opportunity Minimum high school education – Post-secondary preferred A good knowledge of Microsoft applications is desired Working knowledge of Internet Explorer, Mozilla Firefox, and Netscape Working knowledge – MS Word & Excel Effective soft skills with a track record for neutralizing tense situations is preferred Touch typing (50 WPM or more) is preferred Will require flexibility for day, evening, weekend and/or holiday shifts; a 37.5 hour week Initial shift requirements are Mon – Fri, 2 – 10:00pm with the occasional Sat, 10 – 6pm An hourly wage of $12.00 is offered to start and after 3 months benefits are available. If you are dynamic and talented, please contact: Laura at 416-406-3324.

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