Job description
Responsibilities
- Responsible for managing and optimizing customer service processes, SOPs, and workflows to ensure customer service is efficient, standardized, and consistent.
Monitor and analyze customer service processes, identify process bottlenecks, repetitive issues, and areas for optimization, and drive continuous improvement.
- Responsible for formulating, maintaining, and continuously optimizing customer service SOPs, operational guidelines, workflows, and knowledge base documents.
- Establish and monitor KPIs related to customer service processes and service quality standards to enhance overall operational efficiency and customer experience.
- Review customer inquiries and issue handling processes, identify potential risks, operational loopholes, and process gaps, and propose improvement plans.
Work closely with customer service, operations, product, risk control, and other relevant departments to promote cross-departmental process optimization and problem-solving.
- Collect and analyze customer feedback and frequently asked questions, and propose actionable process and product optimization suggestions.
- Collaborate on the launch of new products, features, and policies, formulating corresponding customer service processes, operational specifications, and execution guidelines.
- Regularly review customer service processes to ensure that optimized processes and SOPs can be effectively implemented and executed.
Requirements
- Over 5 years of experience in customer service operations, customer process management, or customer experience, with experience in the cryptocurrency/fintech industry preferred.
- Familiar with customer service workflows, SOP formulation, process optimization, and customer service operations management.
- Strong process analysis skills, able to identify process loopholes, operational risks, and optimization opportunities.
- Good data analysis, problem-solving, and project management skills.
- Excellent cross-departmental communication and coordination skills, able to collaborate efficiently with customer service, product, operations, risk control, and other teams.
- Detail-oriented, with strong execution ability, able to adapt to a fast-changing work environment while advancing multiple process optimization projects.
Experience in customer service QA, knowledge base management, customer workflow automation, or customer systems/tools is preferred.