Customer Service Senior Manager Chinese Speaking
Customer Service Senior Manager Chinese Speaking
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a motivated and customerfocused Senior Manager Customer Experience to enhance satisfaction and streamline customer interactions. This role involves driving key initiatives managing a highperforming team and collaborating with various departments to improve customer journeys and operational processes.
The Key Responsibilities include but are not limited to:
1. Customer Experience Innovation
- Support Daytoday operations of eCommerce platform (Shopee/Lazada/Ownwebsite)
- Assisting customers with the ordering process including order placement tracking cancellations and returns.
- Resolving issues related to order discrepancies shipping delays or damaged items.
- Addressing and resolving customer complaints or concerns in a timely and effective manner.
2. Team Management
- Assist in onboarding training and mentoring team members for exceptional service delivery.
- Monitor performance metrics and provide actionable feedback.
- Lead team meetings resolve conflicts and ensure alignment with service standards.
3. Operational Oversight
- Develop and maintain resources such as FAQs scripts and training materials.
- Oversee compliance with regulations and payment reconciliation processes.
4. Collaboration and Reporting
- Work with crossfunctional teams to address process and system issues impacting customer experience.
- Assist in preparing reports and deriving actionable insights from customer data.
What Were Looking For:
- Diploma in any related discipline.
- Minimum 5 years of working experience in Customer service/experience and supervisory experience and/or Indept knowledge of customer experience or journey mapping.
- Ability to manage deadlines and work collaboratively in a fastpaced environment and be willing to rollup your sleeves to drive organizational change
- Excellent verbal communication skills and the ability to bring effective communication between departments and upper management.
- Strong analytical leadership and problemsolving skills.
- Proficiency in CRM systems and performance metrics.
- Microsoft skills knowledgeable Excel and PowerPoint.
Employment Type
Full Time
