About the job
Responsibilities
- Handle escalated client situations, including dissatisfied or upset clients, de-escalating and working directly with CX to ultimately resolve the inquiry.
- Be the owner and point of contact for client escalations that’s triaged through the CX and ensure white glove coordination to ensure client satisfaction.
- Address problems with work quality, issues between employees and other concerns in an effective, timely manner.
- Serve as the primary point of escalation contact for the Ops.
- Be a champion of CX when it comes to working cross functionally with different departments.
- Assist in managing the day-to-day operations and provide positive direction to ensure that your team meets or exceeds expected KPIs and SLAs.
- Set performance goals with team members that align with the company’s larger plans.
- Continually improve the client experience by championing client feedback to other parts of the organization such as the product and engineering teams.
- Produce and report SLA and KPI reports for your team on a weekly basis.
- Assist with creating new guidelines and procedures.
- Become an expert in your area to provide product knowledge externally to clients and internally to other teams.
- Assist in CX<>Ops trainings.
- Develop scalable and repeatable processes and educate the teams internally to ensure smooth operation during incidents/ escalations.
- Align with leadership regularly to discuss and optimize strategy and share client feedback across functions.
Qualifications and Skills
- Bachelor’s Degree in Business Administration, Marketing, or similar fields.
- 2+ years of experience in a similar position.
- Operational experience in resolving client queries
- An understanding of financial services (preferably blockchain technology and cryptocurrency).
- Strong analytical & problem solving skills.
- Excellent time management and able to work in a fast paced environment.
- Strong communication and leaderships skills as well as the ability to resolve workplace issues effectively.
- Ability and readiness to guide, train and support the team members.
- Multitasking and having excellent numerical skills.
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