Customer Service Supervisor (Mandarin Speaker)

Key Responsibilities

• Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency.
• Monitor key customer service performance indicators (such as response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures.
• Drive the implementation of management strategies at the team level to ensure the achievement of business objectives.
• Monitor team members’ performance, engagement, and execution behavior, and provide regular reports to management for decision‑making purposes.
• Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and ensure consistency in execution.
• Conduct onboarding training to ensure new employees quickly master gaming platform workflows, member tagging logic, deposit/withdrawal processes, and...