job description
Join Teleperformance, a global leader in customer experience management, as a Call Center Assistant Manager (Mandarin Speaker) in beautiful Bali. This is a unique opportunity to advance your career in a dynamic, multicultural environment while enjoying the vibrant lifestyle of Bali's top destinations.
In this role, you will oversee a team of customer service representatives, ensuring exceptional service delivery to Mandarin-speaking clients. You will play a key role in driving team performance, fostering a positive work culture, and contributing to the company's growth in the Asia-Pacific market.
Teleperformance offers a competitive salary, comprehensive training, and clear career progression paths. If you are a fluent Mandarin speaker with leadership experience in customer service, we invite you to apply and take the next step in your professional journey.
Responsibility
- Lead and supervise a team of customer service representatives handling Mandarin-speaking clients.
- Monitor and evaluate team performance to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
- Provide coaching, mentoring, and training to team members to enhance their skills and productivity.
- Handle escalated customer inquiries and resolve complex issues in a professional manner.
- Collaborate with other departments to improve processes and customer experience.
- Prepare and present performance reports to senior management.
- Ensure compliance with company policies, procedures, and quality standards.
- Foster a positive and motivating work environment to boost team morale and engagement.
Qualifications
- Fluency in Mandarin (written and spoken) is required; proficiency in English is a plus.
- Minimum of 2 years of experience in a call center or customer service environment, with at least 1 year in a supervisory or leadership role.
- Strong leadership, communication, and interpersonal skills.
- Excellent problem-solving abilities and a customer-centric mindset.
- Proficiency in using call center software and CRM tools.
- Ability to work in a fast-paced, target-driven environment.
- Flexibility to work in shifts, including weekends and public holidays.
- Bachelor’s degree in Business Administration, Communications, or a related field is preferred.