Job Responsibilities

- Be responsible for the overall operation and delivery management of the Spanish customer service team, and take ownership of service quality, customer satisfaction and operational KPIs.

- Oversee day‑to‑day management of the customer service team, including personnel administration, shift scheduling, performance management, training and team development.

- Monitor and continuously optimize key operational metrics (SLA, CSAT, complaint rate, FCR, etc.).

- Collaborate with the Shenzhen customer service center, operations, warehouse, transportation and other teams to drive closed‑loop resolution of customer issues.

- Handle major customer complaints, escalated cases and high‑risk incidents.

- Identify operational pain points through data analysis, and drive process optimization and efficiency improvement.

Job Requirements

- Minimum 2 years of experience in customer service or call‑center operations,



with at least 1‑year team‑management experience.

- Prior experience in logistics, courier or e‑commerce fulfillment is preferred.

- Solid capabilities in customer‑service operation and delivery management; familiar with core customer‑service KPI frameworks.

- Strong cross‑functional collaboration and project‑driving skills.

- Data‑driven mindset; proficient in Excel and data‑analysis tools.

- Excellent Chinese communication skills; proficiency in English or Spanish is a plus.

Sueldo: 35.000,00€-54.000,00€ al año

Ventajas

- Flexibilidad horaria

- Ordenador de empresa

- Parking gratuito

Idioma

- Chino (Obligatorio)

- Español (Obligatorio)

Ubicación del trabajo: Empleo presencial

📌 Customer Service Supervisor(Mandarin needed) (Villaverde)
🏢 GOFO Spain
📍 Villaverde