Customer Service Site Leader – Thailand

 Binance
 October 15, 2020
 Bangkok
Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?

Responsibilities

  • Responsible for daily management of customer service specialists (Thai speaking team). Guide customer service specialists through field work, avoid customer complaints caused by customer service specialist faults.
  • Responsible for training, motivation, promotion, communication and other management and emergency public relations events. Responsible for the overall service level and team performance.
  • Participate in the formulation and implementation of customer service processes, service standards, work plans, implementation specifications.
  • Adjust and improve processes to meet internal requirements.
  • Work out training scheme with training supervisors. Provide product training and improve service capabilities for customer service specialist teams. 
  • Arrange team members on duty and in shifts and make specific shift arrangements. Adjust customer service reception and arrange replacement personnel according to the customer flow volume. Help employees grow and achieve the goal of exceeding productivity and satisfaction.
  • Responsible for the daily shift management of the customer service team. Manage, supervise and evaluate the daily work of customer service specialists. 
  • Communicate and coordinate with different departments. Connect with and give feedback to marketing, products, technology teams etc.
  • Requirements

  • Bachelor’s degree or above, more than 5 years experience of customer service management, including more than 3 years experience of customer service supervisor. E-commerce or financial background is necessary.
  • Fluent in English and Thai languages.
  • Proficiency in Word/Excel/PPT/Visio and other software. Strong document editing ability, analysis , summary and reporting ability.
  • Familiar with customer service operations and business process. Strong insight. Good at discovering problems. Sensitive to figures.
  • Excellent language skills and communication skills, strong team work ability.
  • Be proactive. Have a strong sense of service, adaptability to changes and ability to deal with on-site problems. Able to deal with emergencies independently.
  • Strong sense of responsibility. Passionate in customer service management. Emotional stability, with enthusiastic and optimistic personality. Able to arouse the enthusiasm of team members.
  • Conditions
    Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
    Fast moving, challenging and unique business problems
    International work environment and flat organisation
    Great career development opportunities in a growing company
    Possibility for relocation and international transfers mid-career
    Competitive salary
    Flexible working hours, Casual work attire