Job description
Job Title: Head of Customer Service, Crypto industry
Location: Kuala Lumpur, Malaysia
Employment Type: Full-Time
Job Overview We are assisting our crypto exchange client in their search for an experienced and results-driven Head of Customer Service to lead and oversee their customer service operations in Kuala Lumpur, Malaysia. This is a unique opportunity to work on an international stage, driving customer satisfaction and operational excellence while contributing to the success of a growing global organization in the crypto industry.
Key Responsibilities
Application Details If you are interested in this role, please click "Apply Now." For a confidential discussion about this position or to explore other opportunities, please contact Jeffrey Chan at +852 3653 5150 or via email at jchan@captarpartners.com.
Location: Kuala Lumpur, Malaysia
Employment Type: Full-Time
Job Overview We are assisting our crypto exchange client in their search for an experienced and results-driven Head of Customer Service to lead and oversee their customer service operations in Kuala Lumpur, Malaysia. This is a unique opportunity to work on an international stage, driving customer satisfaction and operational excellence while contributing to the success of a growing global organization in the crypto industry.
Key Responsibilities
- Leadership & Strategy: Develop and implement customer service strategies to deliver exceptional customer experiences and achieve operational goals.
- Team Management: Lead, mentor, and manage a team of customer service professionals, fostering a high-performing and collaborative work environment.
- Operational Excellence: Oversee day-to-day customer service operations, ensuring efficiency, quality, and adherence to company policies and procedures.
- Customer Satisfaction: Monitor and analyze customer feedback, driving improvements to enhance customer satisfaction and loyalty.
- Reporting & Analytics: Provide regular reports on customer service performance metrics and identify areas for improvement.
- Cross-Functional Collaboration: Work closely with other departments to align customer service initiatives with overall business objectives.
- Crisis Management: Address and resolve escalated customer issues effectively and in a timely manner.
- Language Proficiency: Fluency in Chinese and English, with excellent verbal and written communication skills.
- Experience:
- Extensive experience in customer service management and operations.
- Previous experience with Fortune 500 companies is highly preferred.
- Leadership Skills: Proven ability to lead and manage a diverse team in a fast-paced, international environment.
- Problem Solving: Strong problem-solving skills with the ability to handle high-pressure situations effectively.
- Adaptability: Open to working in a multicultural environment and adapting to new challenges.
- Availability: Able to join the team within one month (preferred).
- International Exposure: A global platform for career growth and professional development.
- Relocation Support: For candidates currently based in China, we are willing to assist with the relocation process.
- Competitive Benefits: A comprehensive package to reward your contributions and dedication.
Application Details If you are interested in this role, please click "Apply Now." For a confidential discussion about this position or to explore other opportunities, please contact Jeffrey Chan at +852 3653 5150 or via email at jchan@captarpartners.com.
