Customer Service Team Leader

freeC's Client

* Customer Service

• Handle complaints escalated by CSA

• Provide training, guidance, and coaching for the CS team

• Supervise Customer service team and report to CSM

• Provide ad-hoc assistance per request by CSM

• Make sure the CS team is fully capable of completing their tasks.

• Able to communicate effectively between departments and other stakeholders

• Arrange product/service testing and provide feedback to relevant stakeholders.

• Coordinate with the Marketing team to review documentation before publishing.

* Treasury Operations:

• Crypto deposit/withdrawal review

• Handle wrong deposits/withdrawals escalations

• Review Onboarding documents (KYC) such as POI, POA, Payment method, EDD, etc.

* Management:

• Provide management to the CS outsourcing team for excellent customer service

• Analyze all data and participate in KPI metric adjustments to improve Operation quality

• Provide action plans for process development and team development

• Develop goals and report progress to CSM

• Participate in team recruitment.

• Degree holder in any discipline: Majors in Finance, economics, or business-related fields are preferred.

• Customer Service with at least 1 year of experience in a managerial role.

• Experience gained in Cryptocurrency Customer Service is a must

• Computer literate, with particular emphasis on Microsoft Office Applications and other CRM systems.

• Hands-on experience with Zendesk is a plus.

• Sensitive to numbers, detail-minded, and logical thinking.

• Fast learner and able to take up new job knowledge and skills.

• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.

• Strong leadership and project management skills.

• Able to handle work pressure and stress.

• An effective communicator with a good command of English and native Vietnamese

• Excellent customer-oriented/people skills, ability to manage/resolve conflict.

• Objective, resilient, proactive;

• Willing to work night shift

• Salary: $1500 to $1800
• Bonus by KPI/Quater
• Insurance
• Laptop support