ВенгрияTeam Lead, Customer Service
2 нед. назад
ВенгрияLead
Lead and oversee the daily operations and performance of the Customer Service team in a crypto exchange company.
О компании
- At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
- OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.
- Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
Обязанности
- This role is responsible for overseeing the day-to-day performance and operations of the Customer Service team, ensuring customers consistently receive a high-quality and efficient service. You’ll monitor key performance indicators such as customer satisfaction, productivity, response times and service quality, using these insights to identify trends and drive improvements.
- You’ll also play an important role in coaching and developing customer service agents, managing workforce schedules, supporting recruitment and partnering with teams such as Learning & Development and other key stakeholders to improve processes and address operational challenges. This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and continuously improving the customer experience.
- Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
- Ensure good quality of services and strict adherence to processes.
- Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
- Participate in recruitment activities (screening, interviewing).
- Day to day responsibilities include: -Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner. -Provide performance monitoring of KPIs, identify trends and issues in Service quality. -Conduct weekly/monthly performance reviews with customer service agents. -Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training. -Conduct process update/improvement projects and workshops. -Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner. -Planning customer service agent's monthly schedules while managing daily shrinkages
Требования
- Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
- Experience leading large (>15 members) and diverse teams.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
- Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
- A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
- Fluency (Verbal & Written) in English is required – other language is a plus.
- Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
- Willingly to work according to given schedule to support 24x7 operations.
- Display ownership and accountability for offering solutions to benefit our customers and the business
Будет плюсом
- Additional European language skills are highly desirable.
- Familiarity with cryptocurrency and/or finance-technology industry.
- Experience and flexibility working with diversified teams across global offices and time zones.
- Working knowledge of CRM tools, such as Zendesk.
- Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite
Условия
- Competitive total compensation package
- L&D programs and Education subsidy for employees' growth and development
- Various team building programs and company events
- Wellness and meal allowances
- Comprehensive healthcare schemes for employees and dependants
- More that we love to tell you along the process!
- #LI-HYBRID
- All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.
- Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX 's Candidate Privacy Notice .