Inbound Operations Lead - Data-Driven Customer Service

JD Logistics; Lombardia; In loco; EUR 36.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Great locations

People-first culture

Descrizione del lavoro

JINGDONG Logistics is seeking a Team Lead for the inbound customer service group. You will guide sessions, provide feedback, and ensure service levels while collaborating with other departments to resolve issues and improve customer experience.

The role requires a Bachelor’s degree and at least 3 years in customer service, including 1 year in a supervisory role. Fluency in English and Mandarin is preferred for global operations.

Competenze

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead position.
• Proven ability to motivate and lead a team to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in CRM software and other relevant tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Fluency in English and Mandarin (preferred for global operations).

Mansioni

• 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.

Conoscenze

Team leadership

Customer service

Coaching

Data analysis

CRM software

Communication

English

Mandarin

Formazione

Bachelor's degree in Business Administration, Communications, or a related field

Strumenti

CRM software

Descrizione del lavoro

JINGDONG Logistics is seeking a Team Lead for the inbound customer service group. You will guide sessions, provide feedback, and ensure service levels while collaborating with other departments to resolve issues and improve customer experience.

The role requires a Bachelor’s degree and at least 3 years in customer service, including 1 year in a supervisory role. Fluency in English and Mandarin is preferred for global operations.