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Senior Hotline CS Specialist or Customer Service Specialist(Mandarin Required)

Job

Gofo Inc

Chino, CA (In Person)

$62,400 Salary, Full-Time

Posted 6 days ago (Updated 3 days ago) • Actively hiring

Expires 8/11/2026

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Job Description

Senior Hotline CS Specialist or Customer Service Specialist(Mandarin Required) Gofo Inc - 2.1 Chino, CA Job Details Full-time $25 - $35 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Flexible schedule Qualifications Mandarin Customer returns handling Managing teams in a customer support role Phone communication Coaching English E-commerce Managing clients in a customer support role Client database systems Team development Bachelor's degree Team training Leading team collaboration initiatives Telephone systems CRM system proficiency Call center management Team motivation (leadership skill) Client interaction via phone calls
Full Job Description Job Responsibilities:
1. Manage the customer service team, handle customer inquiries related to returns, last-mile delivery and so on; 2. Oversee daily operations of phone-based customer service to ensure timely and professional responses to customer inquiries; 3. Ensure the team is proficient in handling returns, order inquiries, and general customer issues; 4. Monitor performance metrics including call handling time, first-contact resolution rate, and customer satisfaction; 5. Provide training and support to the team, optimize processes to enhance service quality; 6. Document return processing, generate reports, and propose improvement recommendations; 7. Regularly analyze customer feedback and complaints to drive issue resolution; 8. Collaborate with Operations, Sales, IT, and other departments to standardize customer service and return management processes.
Requirements:
1. Bachelor's degree or higher; fluent in English; 2. Experience managing customer service teams, preferably in logistics/e-commerce; 3. Demonstrated leadership ability to motivate and coach teams, also able to drive performance improvement; 4. Excellent communication skills with familiarity in telephone customer service; 5. Proficiency in CRM systems and related customer service tools; 6. Understanding of call center systems and quality monitoring tools; 7. Ability to thrive in fast-paced environments, efficiently handle multiple tasks, and meet deadlines.
Others:
Fluent in Chinese and English, flexible scheduling, and good benefits.
Pay:
$25.00 - $35.00 per hour
Benefits:
401(k) Dental insurance Flexible schedule Health insurance
Work Location:
In person