About the position
Mandarin-Speaking Call Centre Operator / Customer Service Operator
Location: Woodmead, Johannesburg, South Africa
Employment Type: Full-Time
Working Arrangement: Rotational / Shift-Based
Performance Bonus: Additional incentives may be awarded based on actual business performance and individual performance assessment.
About the Role
We are looking for a professional, reliable and customer-focused Mandarin-Speaking Call Centre Operator to join our team in Woodmead. The successful candidate will be responsible for handling customer calls and enquiries in both Mandarin Chinese and English, providing accurate information, assisting customers with their enquiries, recording relevant information, and ensuring a professional customer experience. This role is suitable for candidates who are confident in communicating with people, have good listening and problem-solving skills, and can work effectively in a structured, shift-based environment.
Key Responsibilities
· Handle inbound and/or outbound customer calls in Mandarin and English.
· Communicate professionally with Chinese-speaking and English-speaking customers. · Understand customer enquiries, identify the nature of the issue and provide appropriate assistance.
· Escalate complex or unresolved issues to the relevant department or supervisor.
· Accurately record customer information, enquiries, follow-ups and case details in the relevant system.
· Follow established call handling procedures, scripts, workflows and service standards.
· Assist with basic translation or interpretation between Mandarin and English when required.
· Follow up on customer requests and ensure issues are properly closed or escalated.
· Maintain accurate and professional communication records.
· Work closely with team members and other departments to ensure efficient service delivery.
· Maintain confidentiality of customer and company information.
· Comply with company policies, procedures and applicable customer-service standards.
· Perform other reasonable duties related to customer service and call-centre operations. Requirements Essential
· Fluent Mandarin Chinese and English - both spoken and written.
· Good verbal communication and listening skills.
· Professional telephone manner and customer-service attitude.
· Ability to communicate clearly and patiently with different types of customers.
· Basic computer and office software skills, including email, Word/Excel and general system/data-entry operations.
· Ability to follow procedures and work accurately.
· Willingness and ability to work on a rotational/shift basis according to the company duty roster.
· Minimum Diploma / NQF Level 6 or equivalent. Preferred
· Previous call centre, customer service, contact centre or telephone support experience.
· Previous Mandarin-English translation or interpretation experience.
· Experience working with CRM, ticketing, customer management or call-centre systems.
· Experience in a multicultural or international working environment.
· Previous experience dealing with Chinese-speaking customers or clients.
Strong university graduates with excellent Mandarin and English communication skills may also be considered, even without extensive previous call-centre experience.
Working Hours This is a rotational shift position. Working days and hours will be determined according to the company's duty roster and operational requirements. Employees may be required to work different shifts to ensure continuous operational coverage. Shift schedules will be communicated in advance in accordance with company arrangements and applicable employment requirements.
In addition to the basic salary, employees may be eligible for performance-based incentives/bonuses.
Bonus payments will be determined based on actual business performance and individual performance assessment, including factors such as:
· Customer service quality;
· Work accuracy;
· Attendance and reliability;
· Productivity and efficiency;
· Customer feedback;
· Compliance with procedures;
· Teamwork and communication; and
· Overall job performance. Performance bonuses are not guaranteed and will be awarded in accordance with the company's applicable incentive structure. Personal Attributes
We are looking for someone who is:
· Responsible and reliable;
· Professional and customer-oriented;
· Confident in communicating with people;
· Patient and attentive when handling customer enquiries;
· Able to remain calm under pressure;
· Quick to learn new systems and procedures;
· Detail-oriented and organised;
· A good team player;
· Flexible with rotational working arrangements; and
· Willing to take ownership of customer issues rather than simply passing them on.
Why Join Us? This is an opportunity to join a growing international business and work in a multicultural environment where Mandarin and English communication skills are highly valued. For the right candidate, there will be opportunities to develop into more senior customer service, team leader, operations or other business-support roles as the company grows. Application: Please submit your CV together with a brief summary of your Mandarin and English proficiency and any relevant call centre, customer service or translation experience.
Desired Skills:
- Call Centre Agent
- Customer Service
- Call Centre Consultant
- Call Centre
Desired Qualification Level:
- Diploma
