Position: Customer Service Manager (Full-time)
Job Description:
• Accomplish customer service objectives by training, assigning, scheduling, coaching and promoting proper discipline; communicating job expectations; team planning, KPI monitoring and enforcing policies and procedures.
• Achieve team objectives by contributing to customer service best practices, recommendations, action plan implementation, promote high service quality, customer satisfaction and maintain customer service standards.
• Oversee and identify the team’s needs and improvements, systems, tools, resources and support requirements; implementing change whenever needed.
• Improve customer service quality results by studying, evaluating, and re-designing processes, establishing KPI metrics, monitoring and analyzing results.
• Create relevant daily, weekly, monthly reports related to CSR team performance metrics, KPI and significant issues received.
• Update job knowledge by participating on educational opportunities, product trainings and cross department meetings.
• Manage, train and lead the team for improvement.
• Confidently interact with customers directly for major case escalations and complaints via phone, email or other modes of communication applicable.
• Maintain effective communication with other department or support team internally or externally to solve customer issues. Follows up case status according to standard process and service level.
• Provide team updates related to changes on product features and services, support methods and other process or policy related procedures.
• Provide QA coaching and monitoring to customer service associates with QA score, targets and give useful advice to the team.
• Creates documentations or reference materials, scripts and templates related to product, standard procedures or for customer notifications.
• Able to provide suggestions and feedback about the product to the related support team internally, based on customer feedback received or on behalf of the team.

Requirements:
• Bachelor’s degree with related working experience of at least 2-3 years as a customer service professional, with customer service management and leadership background.
• Ability to speak and write fluent English, preferably in business level.
• Must have excellent communication, customer handling and active listening skills.
• Must be familiar and with experience in handling customers from the international market.
• Must be able to confidently handle complaints and major escalations from customers, drive case resolution and customer satisfaction.
• Strong initiative, problem solving and analysis skills in identifying the needs of the team in terms of workflow and support procedures.
• Must be able to have strong decision making skills and
• Must have strong communication skills and ability to interact effectively internally, adapt/respond to different types of characters or situation given.
• Familiarity with CRM systems, Microsoft Office, and other necessary computer operations and practices.
• Ability to multi-task, prioritize and manage time effectively, maintaining efficiency and quality at the same time.
• Must have strong sense of teamwork, coordination and ability to influence, lead and provide guidance to the team members.
• Maintain professionalism at work at all times.
• Ability to speak other language like German or Chinese is highly desirable.
• Familiarity with cryptocurrency and blockchain will be a strong plus.