Location: Open to candidate from SG/MY/HK/CH/DUBAI, we have office in different countries.
Job Scope:
- Leadership and Management: Lead, mentor, and develop a high-performing customer service team.
- Customer Service Strategy: Develop and implement strategies aligned with company goals.
- Operational Oversight: Manage day-to-day customer service operations, ensuring efficient handling of inquiries and issues.
- Customer Experience Enhancement: Design initiatives to improve overall customer satisfaction and retention.
- Regulatory Compliance: Ensure compliance with relevant regulations and industry standards.
- Technology and Tools: Implement and manage customer service tools and technologies.
- Cross-Department Collaboration: Work with other departments to ensure a seamless customer experience.
- Performance Reporting: Prepare and present regular reports on customer service performance and insights.
- Data-Driven Improvement: Use analytics to drive continuous improvement initiatives.
- Customer Insights Communication: Share customer feedback and insights with relevant stakeholders.
Requirements:
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 7 years of experience in customer service management, preferably within the cryptocurrency/fintech/banking industry
- Proven experience in leading and managing customer service teams.
- Strong understanding of the cryptocurrency industry and its unique customer service challenges.
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal skills.
- Ability to develop and implement effective customer service strategies.
