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

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

About J&T Express

J&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 Responsibilities

• Manage and oversee daily BPO customer service operations, ensuring service quality and efficiency
• Monitor KPIs, SLAs and operational performance to drive continuous improvements
• Handle complex escalations, customer complaints and critical service incidents
• Optimize customer service processes, workflows, SOPs and workforce planning
• Manage external BPO partners, including training, performance reviews and quality assurance
• Collaborate with logistics operations, local stations and international management teams
• Support the development and scaling of customer service operations in Germany
• Conduct regular business trips to international BPO locations, primarily in Romania and Hungary

Your Profile

• 3+ years of experience in customer service, call center or BPO operations management
• Fluent 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 performance
• Strong knowledge of workforce management, KPIs, SLAs and process optimization
• Experience in logistics, express delivery or e-commerce is highly preferred
• Strong analytical, communication and problem-solving skills
• Hands-on, independent and results-driven working style

What We Offer

• A responsible role in a fast-growing international logistics company
• An international and multicultural working environment
• Short decision-making processes and high ownership
• The opportunity to shape and improve customer service operations in Germany
• Competitive compensation and career development opportunities

Ready 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.