Customer Service Operations Manager (m/f/d) – Mandarin Speaking

J&T Express Germany GmbH; Nieder-Olm; On-site; EUR 70,000 - 110,000; Full time

Job summary

J&T Express Germany GmbH is seeking a Customer Service Operations Manager (m/f/d) who speaks Mandarin to lead outsourced CS operations. The role includes overseeing BPO performance, driving process optimizations, and coordinating with logistics and international teams across Germany.

The ideal candidate has 3+ years in CS/BPO operations, fluency in Mandarin, German and English, and a willingness to travel up to 70% of working days. Experience with logistics or e-commerce is highly valued.

Qualifications

• 3+ years in customer service, call center or BPO operations management.
• Fluent in Mandarin, German and English (written and spoken).
• Willing to travel internationally up to 70% of days.
• Experience managing outsourced customer service teams and performance.
• Strong knowledge of workforce management, KPIs and SLAs.
• Background in logistics, express delivery or e-commerce preferred.

Responsibilities

• Oversee daily BPO customer service operations for quality and efficiency.
• Monitor KPIs, SLAs, and operational performance to drive improvements.
• Handle complex escalations, complaints and service incidents.
• Optimize processes, workflows, SOPs and workforce planning.
• Manage external BPO partners including training and QA.
• Collaborate with logistics and international management teams.
• Support development and scaling of CS operations in Germany.
• Conduct regular business trips to international BPO locations (Romania, Hungary).

Skills

3+ years exp

Mandarin fluency

German fluency

English fluency

Travel willingness

Outsourced team mgmt

Workforce management

KPIs & SLAs

Logistics experience

Analytical skills

Communication skills

Problem solving

Hands-on mindset

Job description

Customer Service Operations Manager (m/f/d) – Mandarin Speaking

About J&T Express

J&T Express is one of the fastest-growing international logistics companies, operating across Asia, the Middle East, Europe, and Latin America. As we continue our expansion in Germany, we are looking for an experienced Customer Service Operations Manager (m/f/d) – Mandarin Speaking to manage our outsourced customer service operations and drive operational excellence.

Your Responsibilities

• Manage and oversee daily BPO customer service operations, ensuring service quality and efficiency
• Monitor KPIs, SLAs and operational performance to drive continuous improvements
• Handle complex escalations, customer complaints and critical service incidents
• Optimize customer service processes, workflows, SOPs and workforce planning
• Manage external BPO partners, including training, performance reviews and quality assurance
• Collaborate with logistics operations, local stations and international management teams
• Support the development and scaling of customer service operations in Germany
• Conduct regular business trips to international BPO locations, primarily in Romania and Hungary

Your Profile

• 3+ years of experience in customer service, call center or BPO operations management
• Fluent Mandarin, German and English (written and spoken)
• Willingness to travel internationally up to 70% of working days (approximately 15 days per month)
• Proven experience managing outsourced customer service teams and operational performance
• Strong knowledge of workforce management, KPIs, SLAs and process optimization
• Experience in logistics, express delivery or e-commerce is highly preferred
• Strong analytical, communication and problem-solving skills
• Hands-on, independent and results-driven working style

What We Offer

• A responsible role in a fast-growing international logistics company
• An international and multicultural working environment
• Short decision-making processes and high ownership
• The opportunity to shape and improve customer service operations in Germany
• Competitive compensation and career development opportunities

Ready to Grow With Us?

If you have experience in BPO operations management, speak Mandarin, German and English fluently, and enjoy working in an international environment, we would be happy to hear from you.