The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team. The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR) & transfers.
Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.
- Leading a team with responsibility for all daily activities impacting the customer experience.
- Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
- Providing guidance by "show me rather than tell me" to reduce future escalations and get team members self-sufficient.
- Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
- Identifying customer improvement opportunities and turning these into impactful actions.
- Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools.
- Coaching team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members' performance and gaps.
- Collaborating with CXO on product, process and CX improvement programmes.
- Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions
- Meet with the team weekly or as is needed to align on customer experience performance and programmes.
- Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.
- Facilitating weekly huddles with agents focused on particular topics or metrics
- Understand the top user issues and make recommendations to improve products and policies; support the team in being the voice of the customer to the rest of the company. Tell the story by bringing clear insights and numerical impact.
- 2 years people management experience in a contact center, BPO, vendor management environment
- Fluency in English verbal and written.
- Minimum C1 level in French
- Ability and thrives in a fast paced multicultural team.
- A curious mindset that seeks to learn, challenge the status quo and improve our business.
- Encourage openness and transparency whilst respecting individuals privacy.
- Respect & promote equality, diversity and inclusion.
- Someone who is as interested in team success as personal success. A team player who can build a championship team.
- An inspiring coach who can meet team members and their level and develop to top performers or promotion.
- Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
- An excellent communicator proficient in communicating at all levels and channels.
- Experienced in delivering high-quality results you will be experienced in implementing "best practice" customer service, sales and account management within contact centres
- Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology
- Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
- Analytical with an understanding of trends.
- Experience working in crypto company
- Experience in a lean, kazan or other customer centric programme
- KPI's -daily, weekly, monthly
- Issue resolution, FCR, CAIS, Transfers, Productivity.
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