Customer relations officer

Job Description

Posted on 28 April 2025

• Act as the primary point of contact for Mandarin-speaking customers, providing timely and accurate responses to their inquiries and concerns.
• Handle customer complaints, issues, and requests with a professional and proactive approach, ensuring high levels of customer satisfaction.
• Address customer queries related to product availability, pricing, delivery schedules, and other service-related concerns.
• Build and maintain strong, long-term relationships with Mandarin-speaking clients, ensuring their needs are met and expectations exceeded.
• Regularly follow up with clients to ensure their ongoing satisfaction and identify potential opportunities for improvement or upselling.
• Provide clients with tailored solutions to meet their specific business or product requirements.
• Process orders and follow up with relevant departments (sales, logistics, finance) to ensure timely and accurate delivery.
• Ensure that all customer orders are accurately recorded, tracked, and updated in the company's CRM system.
• Liaise with the logistics team to ensure that orders are shipped and delivered according to customer expectations.
• Communicate effectively with customers in both Mandarin and English, ensuring clear and concise information exchange.
• Prepare and send official communication such as order confirmations, invoices, shipping documents, and other necessary correspondence.
• Maintain accurate customer records, including contact information, purchase history, and communication logs, ensuring up-to-date information for ongoing support.
• Provide clients with detailed information about the company’s products and services, highlighting features and benefits that align with their needs.
• Stay informed about the company's products, pricing, and policies to ensure accurate and effective consultation with customers.
• Advise customers on product availability, new offerings, and any changes to existing products or services.
• Work closely with the sales team to identify potential leads, support sales efforts, and assist in closing deals.
• Collaborate with the operations and logistics teams to ensure smooth delivery and handling of customer orders.
• Ensure timely resolution of any issues related to stock availability, delivery delays, or product defects.
• Gather feedback from customers regarding products, services, and overall satisfaction, and relay this information to the appropriate teams for potential improvements.
• Identify customer needs and suggest product or service enhancements based on customer feedback.

Qualifications/Requirements

Must be excellent in oral, writing and reading skills in English and Mandarin language.

With or without experience in customer service, customer relations, or a similar role, preferably within the trading, import/export, or related industries.

Experience in handling customer relations in Mandarin-speaking markets is a strong advantage.

Strong verbal and written communication skills with the ability to interact with clients at all levels.

Excellent problem-solving and conflict resolution abilities.

Strong organizational and multitasking skills, with attention to detail.

Proficiency in MS Office Suite (Excel, Word, PowerPoint) and CRM software.

Ability to work independently, as well as part of a team.

Work location

CITY OF PARAÑAQUE, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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