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Crypto.com
Customer Experience Team Leader Bulgaria
8 months ago | 607 views | 2 applications

Customer Experience Team Leader Bulgaria

Full-time
Bulgaria
Per year
$72,000 To $102,000

About the company

The World's Leading Cryptocurrency Platform

Job Summary

Job Responsibilities:

šŸ“ Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions; šŸ“Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks; šŸ“Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift; šŸ“Handle escalations as necessary or provide advice related to them; šŸ“Prepare shift patterns and monthly schedules. šŸ“Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances); šŸ“Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.); šŸ“Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.); šŸ“Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.; šŸ“Monitor adherence to predefined KPIs and provide feedback on their adequacy over time; šŸ“Prepare regular reports on current tasks and CS state.

Job Requirements:

šŸ“Experience in managing a CS team; šŸ“Ability to be a self-starter, work closely with management and meet all goals within SLA; šŸ“High proficiency in English (minimum C1 level of the CEFR); šŸ“Availability to work on shifts; šŸ“Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus; šŸ“Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively; šŸ“Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes; šŸ“Good interpersonal, problem-solving and analytical skills; šŸ“Proficiency in MS Office.

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