Team Lead - Mandarin & Cantonese

About the Role

Ideal candidates will join our team to assist in supervising a team of at least 20 members, reasonably assuring the team's non-quality KPIs meet clients' requirements and escalating abnormal issues when required. Leaders should be capable of providing answers to both simple and complicated questions (from the team or clients) in a timely manner.

Responsibilities

• Supervise team members and arrange or cover members' working shifts if necessary.
• Provide accurate, valid and complete information by using the right methods/tools.
• Provide answers to both simple and complicated questions from team members or clients in a timely manner.
• Handle clients' complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Meet personal and team targets.
• Keep records of issues/problems for further investigation.
• Follow communication procedures, guidelines, and policies.
• Work with managers regarding clients' feedback and escalate abnormal issues when required.

Qualifications

• Be able to communicate in English, Cantonese and Mandarin.
• Have at least 1 year of experience in customer support or service analysis.
• Proficient with MS Office and Google Drive.
• Able to join our training session.
• Having good communication skills is an advantage.