Mandarin Bilingual

1 day ago

Taguig, Philippines HRTX Full time

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.

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