Customer Service Manager

Key Responsibilities:

Team Management: Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer service.

Performance Monitoring: Monitor and evaluate team performance, providing regular feedback and coaching to improve skills and productivity, enhance team members knowledge and skills, particularly in cryptocurrency-related topics.

Customer Service Excellence: Ensure that all customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.

Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management.

Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery and efficiency.

Collaboration: Work closely with other departments, to ensure seamless operations and address any issues that may arise.

Compliance: Ensure that all team activities comply with company policies, industry regulations, and legal requirements.

Qualifications:

Education: Bachelor's degree or higher.

Experience: At least 2 years of experience in a customer service or call center environment, with at least 1 years in a supervisory or team leader role.

Industry Knowledge: Strong understanding of the cryptocurrency industry, including key concepts, trends, and customer concerns.

Language Skills: Proficient in Thai (both written and spoken) and Chinese, better can speak English

Leadership Skills: Proven ability to lead, coach, and develop a team, with strong interpersonal and communication skills.

Adaptability: Ability to work in a fast-paced and dynamic environment, with a proactive and flexible approach to change.

Shift work: It's acceptable for you to work on rotational shifts, five days a week.