16569 - Customer representative team lead ref. n. 368803
responsabile commerciale grandi clienti
Customer Service Team Lead
Who We Are
OKCoin is on a mission to make crypto investing and trading more accessible to anyone around the world. We are
building the next generation of tools to help onboard the investors and traders who have been on the fence about
OKCoin is a global exchange with offices in San Francisco, Malta, Hong Kong, Singapore, Japan and Korea. We are a
collective of global citizens with a common passion to help decentralize finance and level the economic playing
field for everyone around the world.
About the Team:
The Customer Service team plays an important role in providing solutions and collecting feedback from our
customers for better improvement. As the front liner, we are the voice to the company from our customers..
About the Opportunity:
The successful candidate will think big about the future of crypto and how you can bring individual investors and
institutions into the crypto economy more quickly. You will possess the ability and willingness to balance customer
needs with business priorities.
At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and
adjust plans on-the-fly. You must also have strong prioritization skills and willingness to roll up one's sleeves to get
the job done.
What You’ll Be Doing: Manage a team size up to 15 agents Assist to drive team operational KPI (SLA, CSAT, NPS, AHT) Conduct regular 1 to 1 session with agents on performance update The first point of contact for first level escalations Work with Operations Excellence team to identify root cause and troubleshoot escalations Work with CS Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and
etc To liaise with other units for fast & efficient resolution of users queries, issues, problems and
complaints. To always maintain professionalism, be passionate and committed when handling customers
and ensure delivery of excellent service to our subscribers. Ensure action plans and deliverables are met within agreed timeline Generate relevant reports for operational discussion and analysis
Handle on ad-hoc projects/assignments Learn the frontless customer experience strategy and support execution
What We Look For In You: ● Possess at least Bachelor's Degree or equivalent ● Minimum 3 years experience of managing team (10-15 members) in contact center environment ● Excellent command of spoken and written English with additional at least 1 additional language
(Russian, Spanish, Portuguese, Turkish, French, German, Italian, or Polish) ● Possess strong operational and leadership skill ● Business writing skill is mandatory ● Able to work independently and with a team ● Flexible and adaptable ● Ability to work under stress ● Flexible with shift rotation
If you wish to apply for this position, you must attach your CV in English