Customer Service Team Lead

Responsibilities

• Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc.
• Conduct regional business planning based on team efficiency and capability to meet business needs; raise the bar and upgrade team value.
• Strong customer service capabilities, proficient in VIP / community / localization / app store review / offline events such as the service channels, and guide employees to improve service ability to achieve performance targets including efficiency, quality, satisfaction, etc.
• Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis management, etc.) based on local insight.
• Effectively manage the team through performance management, culture building, and effective communication; be sensitive to team feedback and take actions to ensure stability and development.
• Build team capability and ensure the capability level meets the requirements of service needs.
• Develop, implement and maintain proper team charter / discpline requirements / job standards in accordance with local regulations.
• Work closely with the regional publishing team, support them in special events / tasks and build trust / connection.

Qualifications

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