Customer Service Team Lead

Requirements

Bachelor or above degree, professional proficiency level in Mandarin and English;
Minimum 3 years’ working experience, with at least 1 year working as the team leader in large customer service centers, preferably in telecommunication, financial service, internet service etc. Industry; experience in Chinese or China-related companies is preferred;
Willing to take pressure and embrace change, with strong sense of service and work enthusiasm;
Competency in writing, analysis, communication and presentation skill, and proficiency in Microsoft office.
Responsibilities

Service operation:

Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc.
Conduct regional business planning based on team efficiency and capability, to meet business needs; raise the bar and upgrade team value;
Strong customer service capabilities, proficient in the VIP/community/localization/app store review/offline events such as the service channels, can guide and help employees to improve service ability, and achieve performance targets incl. efficiency, quality, satisfaction etc;
Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis mgmt etc.) based on local insight.
Team Management:

Effectively manage team by performance management, culture building, effective communication etc.; sensitive to team feedback and take actions to ensure team stability and development;
Build team capability and ensure the capability level meets the requirements of service needs;
Develop, implement and maintain proper team charter/discipline requirements/job standards in accordance with local regulations.
Regional Publishing Support:

Work closely with regional publishing team, support them in special events/tasks and build trust/connection.
Benefits

Competitive salary

Health insurance provided

In-house position at a leading global technology company

Multinational team atmosphere and international experience

Management position

Growth opportunities and career development

Additional Benefits

5 Working Days