Customer Service Supervisor

工作职责

• 负责二线客服团队日常管理 排班 任务分配与监督 定期组织团队培训 提供针对性辅导与培训 提升团队专业能力
• 监控二线客服服务数据 每周输出数据复盘报告 推进服务质量与业务流程改进 并监督执行落地效果 对结果负责
• 洞察客户体验风险点 精准分析服务核心问题 联合服务解决方案及产品运营等团队制定优化方案 规范复杂问题处理流程 确保团队服务一致性
• 处理复杂客户咨询与升级投诉 提供解决方案指导 确保客户问题得到满意解决 及时响应并处理突发情况
• 日常管理能够有效识别判断潜在风险 并能制定有效措施进行管控

任职要求

• 本科及以上学历 金融 经济 管理类相关专业背景优先
• 具有3年以上Web3行业相关经验 精通 Web3 行业用户咨询痛点与复杂问题类型
• 具有3年以上客服领域经验 熟悉Web3 客服常用工具
• 出色的客户洞察 问题解决与跨部门沟通能力
• 具备优秀的中英文专业沟通能力 掌握其他语言者优先

Job Responsibilities

• Be responsible for the team's daily management, schedule, task assignment and supervision of the team performance; organize regular team training, provide targeted guidance and coaching to improve the team's professional capabilities.
• Monitor the service data of the team and deliver the weekly review; promote the improvement of service quality and business processes, supervise the implementation of the service solution, and be responsible for the results.
• Identify customer experience pain points, accurately analyze core service issues, collaborate with relevant departments to formulate optimization plans; standardize the handling process of complex issues to ensure consistent team services.
• Handle complex inquiry and escalated complaints, provide solution guidance to ensure customer problems are resolved satisfactorily, and respond promptly to and handle emergencies.
• Effectively identify and judge potential risks in daily management, and formulate effective measures for control.

Qualifications

• Bachelor's degree or above, with priority given to backgrounds in finance, economics, management or related majors.
• Over 3 years of relevant experience in the Web3 industry, proficient in user consultation pain points and complex issue types in the Web3 industry.
• Over 3 years of experience in the customer service field, familiar with common Web3 customer service tools.
• Excellent customer insight, problem-solving and cross-departmental communication skills.
• Excellent professional English communication skills; proficiency in other languages is a plus.

If you have the skill set required then forward your Resume or CV or contact us directly: