Customer Service Team Leader - Mandarin Speaking

Job Description

Easygo is seeking a Mandarin-speaking Team Leader to help build and oversee a customer support team in Melbourne, Australia. The Team Leader will be responsible for shaping the team's structure, performance metrics, and policies within a new market. This role involves understanding diverse cultural and customer needs and collaborating with other departments to drive positive change.What this role involves:

• Taking customer support tickets and interactions to build out team requirements.
• Leading and managing a team of bilingual customer support representatives.
• Monitoring and evaluating team performance, providing coaching and feedback.
• Acting as a liaison between the customer support team and other departments.
• Ensuring team members adhere to company policies and procedures.
• Monitoring and analysing customer feedback and trends.
• Developing and implementing KPIs and performance metrics.
• Assisting with team administration, quality framework, and risk communication.
• Providing quarterly performance reviews.

Requirements:

• Bilingual in English and Mandarin.
• Experience in managing customer support teams.
• Strong understanding of customer service processes and best practices.
• Experience in coaching and upskilling team members.
• Knowledge of quality assurance and monitoring processes.
• Strong analytical and problem-solving skills.
• Proven experience in balancing business needs and people needs.

What Easygo offers:

• EAP access for you and your family.
• Access to over 9,000 courses across our Learning and Development Platform.
• Paid volunteer day.
• Two full-time barista’s.
• Daily catered breakfast.
• Massage Wednesdays.
• Team lunches and happy hour.
• Fun office environment with pool tables and gaming consoles.
• Help yourself drinks fridges and snack shelves.