Mandarin Bilingual - Team Lead

Role Overview:

As a Team Leader, you will lead and inspire a team of Customer Service Agents specializing in restaurant order taking. Your primary focus will be to ensure your team delivers exceptional service, achieves performance targets, and maintains a positive and motivated work environment. This role requires Chinese (Mandarin) and English bilingual proficiency to effectively support both team members and clients.

1. Performance Coaching: Track agent performance, deliver regular feedback, and conduct evaluations. Provide targeted coaching to support growth and recognize achievements to boost morale.

2. Leadership & Support: Promote a positive team environment and resolve conflicts or concerns professionally. Manage escalated customer issues with empathy and efficiency.

3. Process Optimization: Identify ways to improve team efficiency and service quality. Partner with training teams to support ongoing agent development and communicate client updates promptly.

4. Communication & Reporting: Maintain clear communication with agents and management. Provide performance reports and ensure client expectations are met through regular feedback and collaboration.

Qualifications:

1. Proven experience in a customer service or BPO leadership role.

2. Fluency in both Mandarin Chinese and English (spoken and written) is required.

3. Exceptional communication and interpersonal skills.

4. Strong problem-solving and decision-making abilities.

5. Experience in the restaurant industry or order taking is preferred.

6. Passion for coaching and developing others.

7. Ability to multitask and prioritize effectively in a fast-paced environment.