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Mandarin Speaking Team Leader

Dencom Consultancy and Manpower Services
Makati, National Capital Region, Philippines
January 16, 2019


Job Purpose:

To coach and supervise the Customer Service Team in the performance of their duties. Monitoring

Customer Service Team performance, workloads and work quality during shifts while coaching and

assisting them to ensure high quality performance. Problem solving, processing customer

transactions within the customer’s account and accessing the payment provider accounts to

investigate and resolve customer financial issues. Escalating issues and reporting as appropriate.

Essential Job Functions / Main Duties & Responsibilities:

Monitor and manage the work flow of customer facing communication

Monitor available tools to ensure functionality and task adequacy

Coach Customer Service Representatives in daily operations

Produce reports on both formal and ad hoc basis on Employee issues as


Work with Customer Services Team Manager to plan and implement Training


Create and distribute CSD Schedules within expected timeframe

Supervise and coordinate the translations of emails, website information and any

other matter as requested

Research solutions to customer issues and communicate ongoing issues to

assist in solution focused progress to CSD Management Team

Use a comprehensive knowledge of the company's Sports website to investigate

and resolve issues

Administrate customer transactions

Administrate Employee Performance

Review CSR Performance to ensure that established standards and procedures

are being followed.

Follow up on unresolved problems and escalate in accordance with establish

policy procedures and protocols.

Research transaction discrepancies and take appropriate action

Monitoring of customer activity, including assisting in the identification of

fraudulent activity or abuse

Maintain professionalism, adhere to and implement company standards during all


Assistance with special Customer Services projects

Other tasks and duties as assigned.

Skills & Qualifications:

Good coaching and training skills

Effective Employee Relationship Management

Ability to think critically and draw from experience to make decisions

Computer literacy

Care in dealing with sensitive information

Ability to understand both written and oral instructions in English

The ability to organize and manage multiple priorities

Ability to independently solve problems

Strong customer orientation

Excellent interpersonal and communication skills

Performance driven and a strong team player

Fluent and advanced skills both oral and in specialized languages would be an


Knowledge & Experience:

3 – 5 years Experience in Industry Customer Service

Supervisory experience considered a plus

Training experience considered a plus