Description:
Job Description

1 Achieve team objectives by contributing to customer service best practices, recommendations, action plan implementation, promote high service quality, customer satisfaction and maintain customer service standards.
2 Oversee and identify the team’s needs and improvements, systems, tools, resources and support requirements; implementing change whenever needed.
3 Improve customer service quality results by studying, evaluating, and re-designing processes, establishing KPI metrics, monitoring and analyzing results.
4 Create relevant daily, weekly, monthly reports related to CSR team performance metrics, KPI and significant issues received.
5 Update job knowledge by participating on educational opportunities, product trainings and cross department meetings.
6 Confidently interact with customers directly for major case escalations and complaints via phone, email or other modes of communication applicable.
7 Maintain effective communication with other department or support team internally or externally to solve customer issues. Follows up case status according to standard process and service level.
8 Provide QA coaching and monitoring to customer service associates with QA score, targets and give useful advice to the team.
9 Creates documentations or reference materials, scripts and templates related to product, standard procedures or for customer notifications.
10 Able to provide suggestions and feedback about the product to the related support team internally, based on customer feedback received or on behalf of the team.

Requirements

1 Bachelor’s degree with related working experience of at least 1 years as a customer service professional, with customer service management and leadership background.
2 Must be native speaker for English.
3 Must have excellent communication, customer handling and active listening skills.
4 Strong initiative, problem solving and analysis skills in identifying the needs of the team in terms of workflow and support procedures.
5 Familiarity with CRM systems, Microsoft Office, and other necessary computer operations and practices.
6 Ability to multi-task, prioritize and manage time effectively, maintaining efficiency and quality at the same time.
7 Ability to speak other language like Chinese is highly desirable.
8 Familiarity with cryptocurrency and blockchain will be a strong plus.