Technical Support Specialist

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We have an exciting opportunity for a Test Engineer role with a Telecom company in London. Our client is a technology company that is motivated by a desire to produce the ultimate products possible, with advanced interfaces and smart technology at its heart. They encourage transparency and honesty, encourage self-reflection and continuous learning, and strive to create a working atmosphere in which the talents can excel.

Skill and Experience Requirements:

• A bachelor's degree in science, engineering, or information technology is desired.

• A graduate or someone with a few years of work experience

• Strong problem-solving skills and attention to detail

• Excellent interpersonal and teamwork abilities

• Excellent written and oral English and Chinese communication

• Possession of a UK driver's licence and, if necessary, access to a car

Core Functions and Responsibilities:  

1.Quality control

• Screening for possible quality problems from a variety of sources, including 2B/2C clients and service networks such as contact centres, service centres, and social media.

• Managing customer and supplier technical service problems and reports.

• Observing call centre and service centre activities for possible problems.

• Reporting quality problems and working with relevant departments to resolve them.

• Gathering and analysing competitive product data on a regular basis.

• Analysis, collection, and distribution of documents

2. Vendor management

• Develop and track operational SLAs and KPIs.

• Keep an eye on supplier results and look for ways to boost them.

• Audit and review processes on a regular basis to ensure vendor compliance.

• Prior to the introduction of the new product, ensure that the support centre and processes are ready.

• Maintain the repair and service centre's daily operations.

• Responsible for service centre and call centre technical and operational training.

3. Customer engagement

• Respond to customer inquiries about the product or after-sales services using a variety of communication platforms, such as email, phone, conference call, and in-person visits, as required.

• Communicate with clients in a polite and professional way to address and validate their needs, and take ownership of the approach and escalation management.

• Ensure that the requested work is done on schedule and to the appropriate standard

• Actively communicate with internal stakeholders on technological and quality concerns.

• Engage customers through complaint management, repair centre training and management, customer support training, and call centre training.

• Involve customers in order to enhance user experiences and collect feedback.

• When requested, a store visit is made to provide professional instruction to officers.

• During the product life cycle, track product-related problems and customer feedback.

• Upon request, provide service partners, clients, and consumers with user manuals and repair manuals.

• Other ad hoc service-related activities

Referrals

If you know anyone who may be suitable for the above role, feel free to get in contact with the Mandarin Recruitment team. We will ensure a healthy referral bonus.

About Us

Mandarin Recruitment is a service that helps UK and China businesses & organisations find and source high-quality Mandarin-speaking professionals. We have unparalleled and exclusive channels to the Chinese speaking market, allowing us to be the leading organisation for specialist Mandarin recruitment.