Our client is seeking an experienced and dynamic Director of Customer Service to lead our customer support team, ensuring exceptional service and satisfaction for their crypto users. The potential candidate will be required to relocate to Dubai and an excellent level of Mandarin communication ability is required to deal with the North Asian market and various Chinese stakeholders.
Responsibilities
Team Leadership:
Lead, inspire, and manage a high-performing customer service team. Foster a positive and customer-centric culture within the department.
Service Excellence:
Establish and uphold high standards for customer service, ensuring timely and accurate resolution of customer inquiries and issues.
Implement best practices to enhance the overall customer experience.
Strategic Planning:
Develop and implement strategies to optimize customer service operations in alignment with business goals.
Contribute to the development of customer-centric policies and procedures.
Customer Advocacy:
Advocate for customer needs and feedback within the organization.
Collaborate with other departments to drive improvements based on customer insights.
Quality Assurance:
Implement quality assurance processes to monitor and evaluate customer interactions.
Provide regular feedback and coaching to customer service representatives.
Technology Integration:
Collaborate with the technology team to implement and optimize customer service platforms, chatbots, and other support tools.
Stay informed about industry trends in customer service technology.
Training and Development:
Develop and deliver training programs for customer service representatives.
Ensure ongoing professional development to enhance team skills.
Metrics and Reporting:
Establish key performance indicators (KPIs) for the customer service team.
Monitor and analyze performance metrics, providing regular reports to senior management.
Crisis Management:
Develop and implement crisis management protocols for handling escalated customer issues.
Ensure effective communication during service outages or disruptions.
Customer Feedback and Surveys:
Implement customer feedback mechanisms, such as surveys and reviews, to gather insights for continuous improvement. Utilize feedback to drive strategic decisions and enhance customer satisfaction.
Qualifications:
- Proven 7+ experience in a leadership role within customer service, preferably in the crypto or fintech industry.
- Strong understanding of the crypto industry and digital financial services.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Strategic thinker with the ability to align customer service efforts with overall business objectives.
- Familiarity with customer service technology and tools.
- Bachelor’s degree in Business, Marketing, or a related field.
Candidates interested in this role must be willing to relocate to Dubai. Candidates are required excellent level of Mandarin communication ability is required to deal with the North Asian market and various Chinese stakeholders
Please send your CV to [email protected] for consideration.
