Job description
- Leading crypto exchange company
- Great Working Culture
- Great Remuneration Package
Company Overview.
- My Client is a cutting-edge digital asset collaboration platform in the Web3 era. They are seeking a Customer Service Specialist to join the dynamic team.
Job Scope.
Responsibilities:
1. Customer Management:
- Oversee and monitor various customer service channels, including the official website, Cregis wallet, Telegram, etc.
- Develop standardized response templates to efficiently address user queries and inquiries through the customer service platform.
2. Key Metric Setting and Monitoring:
- Establish and track key performance indicators (KPIs) such as response time and rate to ensure that customer service meets or exceeds expectations.
3. Team Collaboration:
- Foster effective cross-team communication.
- Collaborate closely with product and development teams to gain a comprehensive understanding of product features and functionalities.
- Create accurate and valuable standard responses based on this understanding.
4. Customer Communication:
- Provide prompt updates on bug repair status reported by users.
- Issue notifications regarding system faults and updates on product features.
- Maintain real-time interaction and communication with users through various channels like push notifications, emails, SMS, Telegram, etc.
Requirements:
1. Excellent Communication and Interpersonal Skills:
- Exceptional ability to manage and respond effectively to diverse customer service channels.
- Strong communication skills to engage with customers professionally and empathetically.
2. Proficiency in Key Performance Indicators:
- Familiarity with KPIs and their effective utilization to monitor and enhance service quality.
3. Cross-Team Collaboration:
- Aptitude for working closely with product and development teams to grasp product features and functionalities.
4. Proficient in English:
- Fluent English writing and speaking skills to communicate effectively with international customers.
5. Basic Understanding of Web3 Technology:
- Knowledge of web3 technology with relevant background experience will be advantageous.
6. Experience with Mainland Teams:
- Prior experience working with mainland teams and familiarity with mainland work culture and processes will be a plus.
If you're interested in this role, please click 'apply now'. Alternatively, for a confidential discussion on this role or to find out more opportunities in Fintech, Crypto and Blockchain, please contact Jeffrey Chan at +852 3653 5150 or via jchan@captarpartners.com
