Manager, Customer Service (Escalation & Trading Services, Mandarin Support)
2 нед. назад
Senior
data analysisreport generationai
Manage daily operations of the customer service team with a focus on service quality, customer experience, and team efficiency at a leading crypto exchange.
Обязанности
- Manage the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.
- Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.
- Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.
- Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.
- Continuously optimize customer service processes, SOPs, knowledge bases, and productivity tools.
- Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.
Условия
- Competitive remuneration package (Base Salary + Yearly Bonuses)
- Meal allowance
- Unlimited transport allowance (T&C apply)
- Monthly team building
- RM 3,500 training & wellness benefits per annum
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees & dependants
- Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
- Employee engagement, recognition and appreciation program
- Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
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- #LI-Onsite #LI-JC3
Другое
- 负责客服团队日常运营管理，持续提升服务质量、用户体验及团队效率
- 关注并分析客服核心数据，通过数据发现问题、定位原因，并制定和推动改善方案
- 独立完成客服相关数据分析、业务报告及阶段性复盘，为团队决策提供支持
- 主动运用 AI 提升工作效率，包括数据分析、报告生成、信息处理及简单任务/工作流搭建
- 持续优化客服流程、SOP、知识库及相关效率工具
- 协同产品、运营、技术等团队解决业务问题，推动项目高质量、按时交付
- Strong Judgment & Problem-Solving: Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.
- Hungry & Strong Drive: Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.
- Bilingual proficiency in Mandarin and English as working languages: Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.
- Data Analysis: Proficient in Excel and other data tools , with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.
- Practical AI Skills: Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
- Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
- Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.
- 认知判断力强: 具备敏锐的理解和认知能力，能够快速抓住问题本质；面对未知或信息不完整的情况，能够结合经验进行预判，找到合理路径并做出高质量判断
- 进取心 & 推动力强: 有强烈的求知求解欲，习惯深入理解事情背后的 Why；面对困难能够主动寻找更优解，积极协调团队内外资源，持续推动问题解决并对结果负责
- 中英双语可作为工作语言： 能够进行中英文书面及口头沟通，参与中英文会议及工作汇报；工作中需频繁对接中文客户及利益相关方，确保沟通准确、高效
- 具备数据分析能力: 熟练使用 Excel 等数据工具，能够独立完成数据统计、分析及报告，并从数据中发现问题、形成业务洞察
- 具备实际 AI 应用能力: 有真实的 AI 提效案例，能够熟练使用 AI 辅助数据分析、数据报告、信息总结等工作，并能搭建简单的 AI 任务或工作流
- 具备客服、客户体验或客服运营相关工作经验，有一定团队管理经验
- 具备较强的责任感、自驱力和成长意愿，愿意持续学习、创新和自我迭代