About the company
The World's Leading Cryptocurrency Platform
Job Summary
Job Responsibilities:
š Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions; šInform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks; šEnsure the team is always up-to-date with any changes that might have happened before or during the specific shift; šHandle escalations as necessary or provide advice related to them; šPrepare shift patterns and monthly schedules. šPrepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances); šMonitor staffing levels and coverage (Extra shifts, Sick leaves etc.); šMonitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.); šProvide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.; šMonitor adherence to predefined KPIs and provide feedback on their adequacy over time; šPrepare regular reports on current tasks and CS state.
Job Requirements:
šExperience in managing a CS team; šAbility to be a self-starter, work closely with management and meet all goals within SLA; šHigh proficiency in English (minimum C1 level of the CEFR); šAvailability to work on shifts; šHands-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; šExcellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively; šAttention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes; šGood interpersonal, problem-solving and analytical skills; šProficiency in MS Office.