Summary

What you'll do

1. Meet operational SLATo lead and guide the team on the customer service skills and product.
2. Solve any escalated problem from customer from the team.
3. Advise customers on product or service issues – problem-solving.
4. Communicate with customers in all regions and meet their various needs.
5. Analyse the quality of the team and continuous improvement of customer service.
6. Provide guidance and manage the team in order to achieve OKR for the team.
7. Handle complaints within an agreed service framework.
8. Put customer satisfaction at the very top of your priority list.
9. Process customer transactions and keep records of activity.
10. Meet operational SLA

What you'll need

1. Diploma or Degree in any related field.
2. Minimum 1 year Team Leader experience in cryptocurrency or blockchain technology industry.
3. Bi-lingual verbal and written in Mandarin and English language.
4. Multilingual in writing and speaking would be a plus.
5. Willing to work according to schedule to support 24x7 operations.
6. Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
7. Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
8. Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
9. Quick learner: Ability to ramp up quickly and act on feedback constructively.
10. Experience to lead a team with minimum 10 members.

Nice to have:

1. Working knowledge of CRM tools, such as Zendesk.
2. Experience working with teams across offices and time zones.

Skills

• Communications Skills
• Cryptocurrency
• Leadership
• Team Collaboration
• Writing