💼 About This Role

You'll manage and support a team of 15 frontline customer service agents, ensuring service quality and efficiency. You'll handle escalated customer issues and coach team members to improve performance. This role offers the chance to drive process improvements in a fast-growing e-commerce environment.

🎯 What You'll Do

• Manage and support ~15 frontline customer service agents
• Oversee attendance scheduling and workforce allocation
• Handle manager call-backs for escalated customer issues
• Assist frontline agents with emergencies and provide advice

📋 Requirements

• Native fluency in Chinese (spoken and written)
• Basic English reading and writing ability
• Ability to handle high-pressure situations independently
• Strong communication and documentation skills

✨ Nice to Have

• Experience handling sensitive customer complaints
• Experience as a customer service supervisor handling callbacks
• Experience with e-commerce platform operations

🎁 Benefits & Perks

• 🏖️ Paid Time Off
• 🏥 Health Insurance
• 📚 Training and Development
• 🏢 Hybrid Work Options (depending on role)

📨 Hiring Process

Estimated timeline: 3-4 weeks

1. 1Application Review· 1 week
2. 2Phone Interview· 30 min
3. 3Video Interview· 1 hour
4. 4Offer· 1 week

🚩 Heads Up

• Requires shift work including night shifts (22-7)
• No specific salary range provided