Mandarin Team Leader (Customer Service)

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading recruitment agency in Indonesia seeks a Customer Service Team Leader to supervise a team handling e-commerce accounts. The candidate must have leadership experience and be fluent in English, Mandarin, and Cantonese. Responsibilities include meeting service standards and improving team performance. The role offers training and annual leave, with relocation to Johor Bahru required.

Benefits

Provided training

Annual leave/Medical leave

EPF/SOSCO

Provided allowance

Qualifications

• 2-3 years experience in a BPO/call center environment, preferably in e-commerce.
• Strong knowledge of e-commerce operations including order management and logistics.
• Experience in managing customer service teams and handling escalations.

Responsibilities

• Lead and supervise a team of customer service agents.
• Ensure team meets SLAs, KPIs, and quality standards.
• Monitor daily operations and provide coaching to team members.

Skills

Fluent in English

Fluent in Mandarin

Fluent in Cantonese

Leadership experience

Communication skills

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

MS Office

CRM/e-commerce platforms

Job description

Job Responsibility

• Lead and supervise a team of customer service agents handling e-commerce client accounts.
• Ensure the team meets SLAs, KPIs, and quality standards for order management, returns, refunds, and customer inquiries.
• Monitor daily operations including call, chat, and email performance, ensuring accuracy and efficiency.
• Provide coaching, mentoring, and training to team members to improve service delivery and product knowledge.
• Handle escalated customer issues related to e-commerce transactions, logistics, and payments.
• Collaborate with Quality, Training, and Operations teams to identify performance gaps and implement action plans.
• Conduct performance reviews, team huddles, and calibration sessions to maintain alignment with client expectations.
• Prepare and present reports on productivity, quality, and customer satisfaction to management and clients.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Job Requirements

• Bachelorâs degree or equivalent work experience.
• Can read and speak with fluent in English, Mandarin, Cantonese.
• 2â3 yearsâ experience in a BPO/call center environment, preferably within the e-commerce sector.
• Proven leadership experience managing customer service teams.
• Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.
• Excellent communication and interpersonal skills with the ability to handle escalations.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Office (Excel, PowerPoint) and reporting tools; experience with CRM/e-commerce platforms is an advantage.
• Willing relocate work in Johor Bahru.

Job Benefits

• Provided training.
• Annual leave/Medical leave.
• EPF/SOSCO
• Provided allowance.