Team Lead

1 week ago

Mumbai, Maharashtra, India Lumina Datamatics Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Overview:

We are looking for a proactive and customer-focused Seller Outreach Executive with Mandarin language proficiency to join our growing eCommerce BPO team. The ideal candidate will be responsible for reaching out to sellers via email and voice to support onboarding, engagement, retention, and compliance initiatives, to enhance customer experience and drive sales. You will serve as the first point of contact for sellers, helping them understand platform benefits, resolve queries, and drive overall satisfaction.

Job Responsibilities:

  • Conduct outbound voice calls and email communications/campaigns in Mandarin to onboard and engage sellers on the eCommerce platform.
  • Educate sellers about platform features, policies, promotions, and operational guidelines.
  • Identify and resolve seller concerns or roadblocks in collaboration with internal support teams.
  • Maintain accurate call/email logs and seller records in CRM systems.
  • Achieve daily/weekly outreach and conversion targets as defined by the client.
  • Share feedback from sellers to improve processes, tools, or outreach strategies.
  • Follow quality guidelines and scripts while ensuring a personalized experience.
  • Escalate complex issues to the relevant stakeholders for timely resolution.
  • Work closely with, on-site teams to implement changes and enhancements.
  • Create and present regular reports on key metrics, trends, and insights to stakeholders.

Needs to Have:

  • Bachelors degree in any discipline.
  • Proficiency in Mandarin (spoken and written) is mandatory. B2 level certification.
  • 35 years of experience in a voice/email process, preferably in eCommerce or BPO.
  • Strong communication skills in English both verbal and written
  • Experience in seller/vendor support, or outbound customer service is preferred.
  • Familiarity with e-commerce platforms.
  • Strong analytical skills with proficiency in data analysis tools (e.g., Excel).
  • Proficiency in MS Office and CRM tools (e.g., Salesforce, Freshdesk, Zendesk).
  • Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

  • Understanding of online marketplace ecosystems.

About You:

  • Smart and Detail oriented
  • Organised, proactive and self-starter
  • Analytical, logical and practical in approach to solving complex problems
  • Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
  • Collaborative and ability to maintain strong follow through on actions
  • Excellent critical thinking skills
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
  • People manager skills with team leadership and decision-making abilities.

Working Hours 9 hours 5 days a week

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