Team Lead, Customer Experience Service

Position Summary:

The primary responsibility of this role is to lead and support the Guangzhou-based contact center team, providing day-to-day guidance to both Sales and Service agents and supporting the Sr Manager, Direct Contact Center in driving team performance, sales and service KPIs, operational discipline, and a high-quality customer experience.

This role serves as the onsite Team Lead in Guangzhou, coordinating daily team activities for both Sales and Service agents, including attendance follow-up, shift coordination, performance tracking support, coaching, and frontline issue handling, while proactively identifying and escalating team issues to the Shanghai management team.

It is also required the ability to lead the team in resolving pre-sales and in-sales customer issues, manage escalated cases effectively, and ensure prompt, professional, and satisfactory resolutions while maintaining high standards of customer service.

The role requires a mature, hands-on senior Team Lead with solid contact center operations experience who can work independently on day-to-day onsite coordination and provide timely, transparent updates and escalations to the Shanghai management team.

Essential Duties and Responsibilities:

1. Provide training, coaching, and ongoing development for team members on industry knowledge, products, systems, and service standards.
2. Coordinate daily team activities for both Sales and Service agents, including attendance follow-up, scheduling coordination, performance tracking support, coaching, and adherence to workplace standards. 
3. Serve as the onsite coordination point for the Guangzhou team, supporting team stability, addressing frontline issues promptly, and providing regular feedback and escalation to the Shanghai management team.

4. Lead the team in delivering exceptional customer service across phone, email, online chat tools. Coach team members to actively listen, understand customer needs, recommend tailored travel solutions, and convert inquiries into bookings through effective communication while consistently maintaining high service level.
5. Support the team in delivering a balanced sales and service approach across inbound customer interactions. Coach Sales and Service agents to identify customer needs, address booking and service barriers, recommend suitable travel solutions, maintain high service standards, and contribute to monthly sales and service targets.
6. Having a certain level of financial knowledge to ensure that the team being led can handle issues such as account reconciliation, refunds, invoicing, and other financial matters for customers.
7. Honest and trustworthy, meticulous and serious, ensuring that the team can pass the QA assessment, as well as the company's audit and compliance requirements.
8. Have good interpersonal and communication skills, have teamwork consciousness, and can efficiently complete daily cross-department cooperation.
9. Show flexibility in work arrangements, including shifts, schedules, and team assignments as required by business needs.
10. Effectively manage complex customer cases, escalations, and service recovery situations.
11. Proficient in using OFFICE software, telephone systems, and booking systems.

Qualifications:

• College degree or above
• At least 6 years of experience in the direct sales contact center in the travel industry, management experience in both sales and services team is preferred.
• Proven experience in contact center team leadership or senior team lead responsibilities, preferably providing day-to-day guidance to a team of 7–10 agents in an onsite environment.
• Mature, accountable, and able to support day-to-day onsite coordination with limited onsite supervision from the Shanghai management team.
• Fluency in Cantonese and Mandarin is required; strong English communication skills are preferred.
• Preference will be given to candidates with experience in customer service and management roles in Alibaba, Fliggy, Redbook, Tiktok, Enterprise WeChat and Whatapp.
• Preference given to those with contact center experience in serving foreign companies.

Knowledge and Skills:

1. Fluency in Cantonese and Mandarin is required, with strong verbal communication skills in both languages. Strong English communication skills are preferred.
2. Possesses training and coaching skills, with proven experience in mentoring and developing team members