Customer Service Operations Manager (m/f/d) – Mandarin Speaking

Customer Service Operations Manager (m/f/d) – Mandarin SpeakingAbout J&T ExpressJ&T Express is one of the fastest-growing international logistics companies, operating across Asia, the Middle East, Europe, and Latin America. As we continue our expansion in Germany, we are looking for an experienced Customer Service Operations Manager (m/f/d) – Mandarin Speaking to manage our outsourced customer service operations and drive operational excellence.Your ResponsibilitiesManage and oversee daily BPO customer service operations, ensuring service quality and efficiencyMonitor KPIs, SLAs and operational performance to drive continuous improvementsHandle complex escalations, customer complaints and critical service incidentsOptimize customer service processes, workflows, SOPs and workforce planningManage external BPO partners, including training, performance reviews and quality assuranceCollaborate with logistics operations, local stations and international management teamsSupport the development and scaling of customer service operations in GermanyConduct regular business trips to international BPO locations, primarily in Romania and HungaryYour Profile3+ years of experience in customer service, call center or BPO operations managementFluent Mandarin, German and English (written and spoken)Willingness to travel internationally up to 70% of working days (approximately 15 days per month)Proven experience managing outsourced customer service teams and operational performanceStrong knowledge of workforce management, KPIs, SLAs and process optimizationExperience in logistics, express delivery or e-commerce is highly preferredStrong analytical, communication and problem-solving skillsHands-on, independent and results-driven working styleWhat We OfferA responsible role in a fast-growing international logistics companyAn international and multicultural working environmentShort decision-making processes and high ownershipThe opportunity to shape and improve customer service operations in GermanyCompetitive compensation and career development opportunitiesReady to Grow With Us?If you have experience in BPO operations management, speak Mandarin, German and English fluently, and enjoy working in an international environment, we would be happy to hear from you.Apply directly via this platform or send your CV to:Rafael Siarlidisrafael.siarlidis@jtexpress.deRecruitment SpecialistJ&T Express Germany GmbHMobile: +49 176 63113467