Job description
Job Responsibilities:
1️⃣ Responsible for the daily management, scheduling, task allocation, and supervision of the second-line customer service team; regularly organize team training, provide targeted guidance and training to enhance the team's professional capabilities.
2️⃣ Monitor second-line customer service data, produce weekly data review reports, promote service quality and business process improvements, and supervise the implementation effects, being accountable for the results.
3️⃣ Identify customer experience risk points, accurately analyze core service issues, and collaborate with service solutions and product operation teams to develop optimization plans; standardize the handling process for complex issues to ensure service consistency within the team.
4️⃣ Handle complex customer inquiries and escalated complaints, provide guidance on solutions, ensure customer issues are satisfactorily resolved, and respond to and manage emergencies in a timely manner.
5️⃣ Daily management should effectively identify and assess potential risks and develop effective measures for control.
Job Requirements:
1️⃣ Bachelor's degree or above, preferably in finance, economics, or management-related fields.
2️⃣ More than 3 years of relevant experience in the Web3 industry, proficient in user consultation pain points and types of complex issues in the Web3 industry.
3️⃣ More than 3 years of experience in the customer service field, familiar with commonly used tools in Web3 customer service.
4️⃣ Excellent customer insight, problem-solving, and cross-departmental communication skills.
5️⃣ Excellent professional communication skills in English; proficiency in other languages is a plus.