Primary task is to manage our inhouse and outsourcing customer teams in providing quality customer support to the business’ multi-currency digital assets exchange and derivatives platform’s global users through its available online communication support channels in line with the Business Managers’ overall business goals and targets.
The Sr. Customer Service Officer may be tasked to handle market specific support channels which may include, but is not limited to, proprietary payment gateway channels with market specific language-based skills and proficiency requirements, among others.
Other critical tasks may include but is not limited to timely and appropriate handling of fraud related investigations and chargeback reports in coordination with the appropriate support teams, among other highly sensitive account related information and managing VIP/Merchant/PSP partners and/or accountholders, assisting in mutual onboarding of partners, the observance of proper Know-Your-Customer (KYC) verification process for corresponding financial transactions in any applicable currency (if and when needed) and white label clients’ customer support needs.
He / She may also, from time to time, be tasked to act as the officer-in-charge when the Business Manager and/or Customer Support Head is unavailable. This task includes management of the customer support teams’ day-to-day operations; representing the CS team on relevant discussions, meetings, or any other applicable gatherings where CS participation is required; proper and timely escalation of critical issues; carrying out duly authorized decisions and managing the CS team’s daily performance.
Duties & Responsibilities:
- As a primary contact window to educate and manage our inhouse and outsourcing CS teams and keep optimizing the quality of service to our clients
- Develop long-term and trusted relationships with both clients and CS team
- to raise the loyalty of clients
- Liaise & cooperate with technical team to ensure timely and successful trouble shooting for our clients’ needs
- Educate clients on the product function and encourage them to continuously use our product and services
- Promote the value of our product and provide the outstanding customer service experience
- Work with the Sales team to onboard and integrate new clients and developing existing client relationships
- To understand our products inside and out, to provide technical support, training courses & materials to customer service team
- Work closely with the Sales team to onboard new clients
- Collect feedbacks from customers, and establish the best customer success programs
- Analyze customer activity data to identify the best practices
- Assist with exchange platform customer concerns, requests, queries through available communication channels (support email / CRM system / live chat / social media / community channels / messaging apps (official TG, Whatsapp, Discord etc.)
- Monitor, review, and process merchant payments accurately within the agreed service level as applicable
- Trouble shooting and coordination with internal support and team members to handle transaction related issues
- Coordination with internal support and team members to handle transaction related issues
- Co-manage the team’s daily tasks and performance with the BU Manager and CS Head
- Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required
- Perform other tasks and duties to be assigned by Supervisor
Desired Qualifications:
- Proficient in verbal and written Mandarin and English language (and/or any market-based language proficiency requirement)
- Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)
- Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improving our services" on your own and share it with team members
- Able to handle the complaints regarding the use of products, and to troubleshoot as needed
- Good Influencer to promote our product through the excellent experience of customer service
- Willing to work in a rotational schedule
- Willing to work from home or at the office/business site as needed
- Bachelor's degree or equivalent is an advantage
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