Inbound Customer Service Team Lead

JD.com Inc.; Madrid; Sur place; EUR 42 000 - 54 000; Plein temps

Résumé du poste

JINGDONG Logistics (JD Logistics) in Madrid seeks an experienced inbound customer service team lead to drive service excellence and performance. You will coach, monitor, and optimize the inbound CS function, ensuring high-quality support for JD.com operations in a fast-paced environment.

The role requires 3+ years in customer service with at least 1 year in a supervisory capacity, and fluent English with Mandarin preferred for global operations.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 3 years in a customer service role with at least 1 year in supervisory or team lead position.
• Proven ability to motivate and lead a team to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.

Responsabilités

• Oversee the daily operations of the inbound customer service team, ensuring adherence to quality standards and service level agreements.
• Provide coaching, mentoring, and performance feedback to team members, identifying areas for development and implementing training initiatives.
• Monitor call queues, agent availability, and service metrics to optimize resource allocation and maintain efficient workflow.
• Handle escalated customer inquiries and complex issues, resolving them effectively and professionally.
• Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
• Develop and implement team schedules, ensuring adequate coverage and managing leave requests.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.

Connaissances

Coaching

Leadership

Communication skills

Problem-solving

Data-driven decisions

Analytical skills

English fluency

Mandarin fluency

Formation

Bachelor's degree in Business Administration / Communications

Outils

CRM software

Description du poste

JINGDONG Logistics (JD Logistics) in Madrid seeks an experienced inbound customer service team lead to drive service excellence and performance. You will coach, monitor, and optimize the inbound CS function, ensuring high-quality support for JD.com operations in a fast-paced environment.

The role requires 3+ years in customer service with at least 1 year in a supervisory capacity, and fluent English with Mandarin preferred for global operations.