Chinese/Mandarin Speaking - Customer Care Call Center Agent – BPO

Company Description IntelliBPO is a business process outsourcing provider that prioritizes strong, trust-based relationships with its clients. The company tailors its services to each client’s operations, needs, and pressure points rather than using a one-size-fits-all model. IntelliBPO delivers customer care, digital customer experience, and technology solutions focused on personalized, responsive, and dependable support. As an outsourced partner, the company operates as an extension of client businesses, aligning people, systems, and processes to their standards. IntelliBPO offers outsourced, co-sourced, and hybrid service models designed to be well run, transparent, and closely aligned with client expectations.

Role Description The Chinese/Mandarin Speaking Customer Care Call Center Agent – BPO is responsible for handling inbound and outbound customer interactions in Mandarin and English, providing accurate information, resolving queries, and addressing concerns in a professional manner. This on-site role, based in the Johannesburg Metropolitan Area, includes managing calls, emails, and chat messages, documenting interactions in the CRM system, and following established procedures and service level agreements. The agent will collaborate with team members and supervisors to escalate complex issues, ensure timely resolution, and maintain high levels of customer satisfaction. Daily responsibilities also include adhering to call center performance metrics, participating in training and coaching sessions, and contributing to continuous improvement of customer service processes.

Qualifications

• Strong customer-facing skills, including Customer Service, Customer Support, and a focus on Customer Satisfaction.
• Excellent Communication abilities, with clear verbal and written skills in both Mandarin and English.
• Well-developed Interpersonal Skills for building rapport, managing diverse customer interactions, and working effectively within a team.
• Previous experience in a call center, BPO, or customer care environment is highly beneficial.
• Ability to work on-site in the Johannesburg Metropolitan Area and flexibly within shift-based schedules.
• Proficiency in basic computer usage, CRM or ticketing systems, and accurate data entry.
• Strong problem-solving, listening, and conflict-resolution skills, with attention to detail and reliability.
• Completion of secondary education; further studies in communications, business, or related fields are an advantage.