Head of Customer Service (Gulf Binance)

Head of Customer Service (Gulf Binance)

Gulf Energy Development Public Company
Not Specified
Not Specified

Job Description

Job Responsibilities
  • As the front of the market to arbitrate customer disputes professionally for the Thailand markets.
  • Investigating trading activity and taking appropriate actions to keep the marketplace safe and preventing fraudulent activity.
  • Creating a culture and processes which achieve the business goals and objectives regarding their customer service.
  • Improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
  • Using Customer Insight and Root Cause Analytics to identify product improvements and presenting these to stakeholders and peers.
  • Identifying new tools and technologies to better serve the customer.
  • Acting as the Voice of the Customer across the organization.
  • Identify and provide feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities
  • Making sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business.
  • Ensuring that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized.

Job Qualifications

  • Extensive experience in managing operational customer service teams.
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven Management and/or relationship management experience at a senior, strategic level role.
  • Established track record of exceeding targets, KPI's SLA's, in quality led, legislative compliant environment.
  • Ability to adapt and succeed in a changing environment.
  • Evidence of well-developed leadership skills.
  • Believe in the culture of freedom, accountability, and integrity.
  • Excellent communication and negotiation skills.
  • Proficiency in English.

Job Details

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