Blockchain technology startup is looking for a Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. The most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards for customer on-boarding, know-your-customer (KYC) compliance and customer support
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements

• 5-10 years working experience as a customer service manager, or assistant manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English and Mandarin
• Highly technical, with proven proficiency of customer service software, databases and tools like Zendesk/Freshdesk, Salesforce/Zoho, Customer Service chatbots, etc.
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Degree in Business Administration or related field