Customer Service Supervisor - Bilingual Chinese

Job Summary: Firstrade Securities Inc. is a leading online brokerage firm located in NY and FL. We are looking to hire an exemplary Customer Service supervisor to assist, coach and oversee the Customer Service Team in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. You will play a collaborative role in growing and implementing standards and processes. Supervisory Responsibilities: · Train new employees in the company’s customer service policies, procedures, and best practices. · Organize and monitor the work of assigned staff. · Conduct performance evaluations that are timely and constructive. · Ensure the entire Team’s behavior and conduct are in adherence to company policies, and handle disciplinary proceeding as needed. Duties/Responsibilities: · Manage a team of assigned Customer Service Representatives to ensure they comply with company guidelines particularly related to quality of service. · Monitor and review calls or other correspondences between Representatives and Customers. · Ensure that Representatives are informed about updates to company products and services. · Collect data and prepare reports on customer complaints and inquiries. · Laise with other departments and Clearing Firm to obtain relevant updates and information needed to resolve customer inquiries and enhance service. · Prepare monthly reports summarizing the assigned Customer Service Team’s performance. · Prepare knowledge-based documents such as summaries and responses to frequently asked questions. · Identify opportunities to update or improve customer service procedures and make recommendations to Customer Service Manager and Operations Manager. · Perform other related duties as assigned. Required Skills/Abilities: · 2+ years of work experience in a similar position. · Proficient in Mandarin Chinese. · Excellent verbal and written communication skills. · Extensive knowledge of customer service procedures and principles. · Organized with attention to detail. · Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. · Ability to coach and mentor customer service representatives. · Proficient in Microsoft Office Suite or related software. Job Type: Full-time Pay: $70,000.00 - $80,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee discount • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Vision insurance Application Question(s): • Are you willing to work in the office Experience: • Call center management: 2 years (Preferred) Language: • Chinese (Required) Ability to Commute: • Flushing, NY 11354 (Required) Work Location: In person