Contact Center Consultant (Mandarin-Speaking) at Resource Intermediaries Limited

Job Summary

• This role provides first-line support to Mandarin- and English-speaking clients by handling inbound service requests, resolving queries, and delivering a world-class customer experience across voice and digital channels.
• The ideal candidate will be fluent in Mandarin and English, demonstrate customer empathy, and possess a solid understanding of banking processes, while consistently adhering to service-level agreements and compliance protocols.

Key Responsibilities

• Serve as the first point of contact for inbound calls and electronic queries, providing timely and accurate resolutions.
• Deliver clear, professional communication in both Mandarin and English, ensuring an inclusive and frictionless experience.
• Handle inquiries regarding bank products, services, processes, and accounts with precision and confidentiality.
• Proactively educate clients on self-service options and digital banking tools.
• Ensure minimal abandoned calls and maintain adherence to contact center timeframes and KPIs.
• Take ownership of sales campaign engagement and follow-through on leads.
• Log key issues and customer feedback for trend analysis and escalation.

Required Qualifications & Experience

• Bachelor’s Degree (B.Sc.) or equivalent in any discipline.
• Minimum of 1–2 years’ experience in a Contact Center or Client Service role (financial services experience preferred).
• Fluency in Mandarin and English is mandatory.
• Proven ability to manage client interactions via phone, email, and chat channels.
• Experience using CRM systems and multichannel service platforms.