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

Resource Intermediaries Limited is a distinguished HR Outsourcing and Consulting firm, specializing in customized recruitment solutions tailored to meet the unique needs of companies. Our proficiency extends across a wide spectrum of positions, ranging from top-tier executives to entry-level positions, covering technical, contractual, semi-skilled, and unskilled roles. Additionally, we are recognized experts in providing a range of services including Fumigation Services, Janitorial Services, Payroll Administration, Expatriate Management, Manpower Planning, Executive Training, and more.

We are recruiting to fill the position below:

Job Title: Contact Center Consultant (Mandarin-Speaking)

Location: Ilupeju, Lagos
Employment Type: Full-time
Industry: Financial Services

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.

Application Closing Date
14th May, 2025.