Customer Service Manager

. To provide exceptional frontline people leadership and operational   management of CS agents and Team Leads.

+ Job Responsibilities:

- Handle users and customer’s suggestions, enquiries, requests and  potentially complaints received via various channels including but not  limited to emails, live chat, and social media with the outmost care and in  the most efficient manner.

- Take ownership and proactive approach to resolve cases and complaints.

- Provide users and customers’ feedback, working closely with the Product,  Engineering and Operation teams to ensure continuous improvement in  product development and user journey.

- Guide users and customers in using Website and Application, making them  comfortable in accessing its features including the Help Centre and FAQs.

- Provide L2 support to our partner(s) in a timely and most helpful manner.

- Strive to meet both the individual and team’s KPI targets.

- Collaborate with the Global and In-house service team on special projects or   initiatives.

- Proactively working with respective stakeholders to maintain and update the  Help Centre and FAQs.

- Support the team with ad-hoc tasks: training and coaching new hires,  reporting etc.

+ Requirements:

- Fluent in English and Mandarin; added other language(s) is a plus

- Minimum 3 years’ experience in customer service, preferably in Fintech,  Finance or E-commerce industry.

- Ability to work on weekends and on shifts (coverage from 7AM to 11PM).

- Hands-on experience in using a variety of communication channels such as  phone, email, live chat, Facebook etc.

- Possess great customer service and “can-do” attitude; be the users /  customers advocate to resolve their cases.

- Self-motivated, attention to detail, independent and fast learner; embrace  changes with positive attitude.

- Possess good teamwork and interpersonal skills; Great with problem-solving  and analytical skills.

- Proficiency in MS Office.

- Understanding of Cryptocurrency and its mechanics is a plus.