Team Leader - Chinese Bilingual (Order Taking)

Welsend Global Services

  • Taguig City, Metro Manila
  • Permanent
  • Full-time
  • 1 month ago
As a Team Leader, you will lead and inspire a team of Customer Service Agents specializing in restaurant order taking. Your primary focus will be to ensure your team delivers exceptional service, achieves performance targets, and maintains a positive and motivated work environment. This role requires Chinese (Mandarin) and English bilingual proficiency to effectively support both team members and clients.
  • Performance Coaching:
  • Monitor agent performance metrics, provide regular feedback, and conduct performance evaluations.
  • Identify areas for improvement and provide coaching and support to help agents reach their full potential.
  • Recognize and celebrate achievements to maintain high team morale.
  • Leadership & Support:
  • Foster a collaborative and supportive team environment.
  • Address any agent concerns or conflicts in a professional and timely manner.
  • Handle escalated customer issues or complaints with empathy and professionalism.
  • Process Optimization:
  • Identify opportunities to enhance efficiency and service quality within the team.
  • Collaborate with training to ensure agents receive necessary ongoing development.
  • Stay informed about client updates and share knowledge with the team.
  • Communication & Reporting:
  • Prepare and share performance reports with management.
  • Maintain open communication channels with agents and address their questions or concerns.
  • Liaise with clients to ensure their expectations are met and feedback is addressed.

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