CSR Mandarin Bilingual Manager

Key Responsibilities:

Team Leadership:

Manage, mentor, and develop a team of customer service representatives.
Conduct regular team meetings to ensure alignment on goals and objectives.
Foster a positive and collaborative team environment.
Operational Management:

Oversee daily operations of the customer service department.
Ensure customer inquiries and issues are resolved in a timely and professional manner.
Monitor and analyze performance metrics to identify areas for improvement.
Customer Experience:

Maintain a high level of customer satisfaction by ensuring quality service.
Handle escalated customer complaints and provide appropriate solutions.
Develop and implement strategies to enhance the customer experience.
Training and Development:

Create and implement training programs for new hires and ongoing training for current staff.
Ensure staff is knowledgeable about company products, services, and policies.
Stay updated on industry best practices and incorporate them into training.
Communication:

Liaise with other departments to ensure customer service needs are met.
Prepare and present reports on customer service performance to senior management.
Process Improvement:

Identify and implement process improvements to increase efficiency and effectiveness.
Develop and maintain customer service policies and procedures.
Ensure compliance with company standards and legal requirements.

Requirement :

Qualifications:

Bachelor's degree in Business Administration, Communications, or a related field.
Proven experience as a customer service manager or similar role.
Fluency in Mandarin (can speak, read and write) is required.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and make sound decisions.
Proficiency in customer service software and tools.
Strong analytical and problem-solving abilities.