Customer Service Team Lead(mandarin required)

Profile insights
Here’s how the job qualifications align with your profile.
Skills

Customer service
(Required)

Team development

Communication skills

Do you have experience in Team development?
Languages

Chinese
(Required)

Bilingual
(Required)

English
(Required)

Mandarin

Do you know Chinese?
 
Job details
Here’s how the job details align with your profile.
Pay

$55,000 - $75,000 a year
Job type

Full-time
 
Location
Estimated commute
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Job address
15097 Van Vliet Avenue, Chino, CA 91710
 
Benefits
Pulled from the full job description
401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
 
Full job description
若有相关经验，欢迎投递并加我微信：A13713624509，我会把公司和具体岗位情况发您

工作职责：

1、领导和管理客户服务代表团队，负责处理退货和处理与最后一英里交付相关的客户咨询；

2、监督电话客户支持的日常运营，确保所有客户查询都能得到及时、专业的处理；

3、确保团队成员精通处理各种电话客户问题，包括退货、订单状态查询和一般客户问题；

4、监控团队绩效指标，例如呼叫处理时间、首次呼叫解决率和客户满意度评分；

5、为团队成员提供培训和持续支持，确保他们能够高效处理电话和退货；

6、为团队设定明确的目标和期望，并定期监控他们的表现，以提高生产力和服务质量；

7、制定并实施策略，以简化电话支持流程，减少等待时间并提高客户满意度；

8、维护准确的记录并生成退货处理活动报告，提供改善流程和客户满意度的见解；

9、定期审查客户反馈和投诉，并采取积极措施解决反复出现的问题；

10、与运营、销售和IT等部门密切合作，确保采用统一的客户服务和退货管理方法；

11、参与跨部门会议和项目，推动客户服务流程的持续改进。

工作要求：

1、必须精通中英文；

2、有客户服务团队负责人或类似职位的经验，最好是在物流、电子商务或以电话支持为重点的客户面前的环境中；

3、具备强大的领导能力，能够激励、指导并培养客户服务代表团队；

4、具有设定明确目标、提供定期反馈和推动团队绩效的经验；

5、优秀的沟通技巧，有处理电话客户互动的记录；

6、熟练使用客户关系管理系统和其他相关工具来管理退货和电话支持；

7、熟悉呼叫中心技术和软件，如呼叫跟踪系统和质量监控工具；

8、在快节奏的环境中工作，管理多项任务和严格遵守截止日期的能力。

Customer Service Team Lead Responsibilities：

Lead and manage a team of customer service representatives responsible for processing returns and handling customer inquiries related to last-mile deliveries.
Oversee the day-to-day operations of phone-based customer support, ensuring that all customer inquiries are handled promptly and professionally.
Ensure that team members are well-versed in handling a variety of customer issues over the phone, including returns, order status inquiries, and general customer concerns.
Monitor team performance metrics, such as call handling time, first call resolution rate, and customer satisfaction scores.
Provide training and ongoing support to team members, ensuring they are equipped to handle phone calls and returns efficiently.
Set clear goals and expectations for the team, and regularly monitor performance their to enhance productivity and service quality.
Develop and implement strategies to streamline phone support processes, reducing wait times and improving customer satisfaction.
Maintain accurate records and generate reports on return processing activities, providing insights to improve processes and customer satisfaction.
Regularly review customer feedback and complaints, and take proactive steps to address recurring issues.
Work closely with other departments, such as operation, sales, and IT, to ensure a cohesive approach to customer service and returns management.
Participate in cross-functional meetings and projects to drive continuous improvement in customer service processes.
Requirements：

Must be fluent in both Chinese and English.
Proven experience as a Customer Service Team Lead or similar role, preferably in logistics, e-commerce, or a customer-facing environment with a focus on phone support.
Strong leadership abilities, with the capability to motivate, mentor, and develop a team of customer service representatives.
Experience in setting clear goals, providing regular feedback, and driving team performance.
Excellent communication skills, with a proven track record of handling customer interactions over the phone.
Proficiency in using customer relationship management systems and other relevant tools for managing returns and phone support.
Familiarity with call center technologies and software, such as call tracking systems and quality monitoring tools.
Ability to work in a fast-paced environment, managing multiple tasks and meeting deadlines tight.
职位类型：全职

薪资： $55,000.00至$75,000.00（每年 ）

福利:

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
申请问题:

Are you authorized to work in the USA?
工作语言:

mandarin (必填)
Work Location: 现场办公

United States
California
Chino Show on map Get directions