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 ResponsibilitiesTeam Leadership & ManagementSupervise 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 ExperienceMonitor 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 ExcellenceTrack 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 & DevelopmentOnboard 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 & ToolsUtilize CRM and support platforms effectively (e.g. Creatio).Recommend and support implementation of new tools or system enhancements.Quality AssuranceImplement 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 ImprovementAnalyze 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.QualificationsEducation & ExperienceBachelors degree in Business Communications or related field (preferred).35 years of experience in customer service with at least 12 years in a supervisory or team lead role.Skills & CompetenciesStrong leadership and people management skills.Excellent communication and interpersonal abilities.Problem-solving mindset with a customer-first approach.Proficiency in customer service software and reporting tools.Ability to work under pressure and manage multiple priorities.Value-Adding ResponsibilitiesChampion a culture of learning and excellence within the service team.Upskill the customer service team to drive value-add via upselling and cross selling methods.Identify automation opportunities to reduce manual workload and improve response times.Regular team-building activities and recognition programs.Inclusive and supportive work environment.Clear path to managerial roles with leadership training and mentorship programs.Develop dashboards and reporting tools for real-time performance tracking.Support crisis communication and service continuity planning.Participation in cross-functional projects to improve customer experience.Voice in process improvement and strategic planning.Personal AttributesCustomer-centric mindset with a passion for service excellence.Detail-oriented and highly organized.Proactive problem solver and continuous learner.Collaborative and adaptable in a fast-paced environment.Additional InformationWhat We OfferCompetitive salary and benefitsTraining and development opportunitiesSupportive and inclusive team cultureCareer growth within a global organizationDiscretionary performance related bonusPersonalized Flexi benefitsGlobal Employee Assistance ProgramMedical insuranceWhat you will love about this roleLearn (e.g. from each other/from new projects).Exchange (e.g. information and best practices in an open-minded environment).Advance (e.g. by developing skills and accepting greater responsibilities/ your career progression and diversification).Prosper (e.g. by acquiring skills/ by nurturing a team of x people).Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender sexual orientation marital or civil partner status gender reassignment race color nationality ethnic or national origin religion or belief disability or age.Remote Work :NoEmployment Type :Full-time#J-18808-Ljbffr