Team Lead, Customer Service Excellence (Chinese Speaker)

The Team Lead, Customer Service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery, efficient operations, and continuous improvement. This role acts as a bridge between frontline staff and management, driving performance, engagement, and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results. 

Key Responsibilities: 

Team Leadership & Management 

• Supervise, coach, and mentor a team of customer service representatives. 

• Conduct regular performance reviews and provide constructive feedback. 

• Schedule and manage shifts to ensure adequate coverage and workload balance. 

Customer Experience 

• Monitor customer interactions to ensure quality and compliance with service standards. 

• Handle escalated customer issues and resolve complex inquiries. 

• Analyze customer feedback and trends to improve service delivery. 

Operational Excellence 

• Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction. 

• Collaborate with other departments to streamline processes and resolve systemic issues. 

• Implement and maintain standard operating procedures (SOPs). 

Training & Development 

• Onboard new team members and provide ongoing training. 

• Identify skill gaps and organize learning sessions or workshops. 

• Promote a culture of continuous improvement and learning. 

Technology & Tools 

• Utilize CRM and support platforms effectively (e.g., Creatio). 

• Recommend and support implementation of new tools or system enhancements. 

Quality Assurance 

• Implement QA frameworks for customer interactions across channels (voice, chat, email, social). 

• Conduct regular audits and provide actionable feedback to agents and team leads. 

• Develop and deliver training programs based on QA findings and customer feedback. 

Customer Service Excellence & Continuous Improvement 

• Analyze customer feedback, CSAT, and NPS scores to identify trends and improvement opportunities. 

• Lead initiatives to improve first contact resolution, reduce handling time, and enhance customer experience. 

• Benchmark against industry standards and implement best practices.