Customer Service Lead

7 أبريل، 2022

0 124 2 دقائق

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Customer Service Lead

Bitoasis
Jordan
Date Posted: Apr 07
2022/08/05

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Job Description

Headquartered in the UAE, BitOasis is the largest and most trusted cryptocurrency platform in the MENA region. Established in 2015, BitOasis is a pioneer of the region’s crypto ecosystem, serving as the go-to platform for first-time cryptocurrency buyers and professional traders alike. BitOasis aims to offer the most secure and regulated infrastructure in cryptocurrency trading for retail and institutional clients across the region. https://bitoasis.net/en/about-us.

WE are looking for enthusiast customer service Lead to handle the complex customer service issues and ensure smooth procedures to enhance productivity and performance, overseeing the day-to-day team operation. You may be involved in staffing and scheduling, development, and implementation of your organization’s customer service policies. Your working hours will be shift based

Responsibilities

Manage the shift operations and communicate updates and daily huddles.
Give constant direction to team members to ensure that all customer inquiries are rightfully attended on time and in the best way possible
Motivate team members and discover training needs and Provide assistance to whom are experiencing difficulties with their duties by putting them through and personal coaching
Create better modes of operations to make customer service easier for both team members and customers
Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their knowledge.
Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations.
Step in to attend to customers that are proving difficult to team members and resolve their complaints
Delegate different customer service duties to team members to ensure a faster and smoother flow of operation
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
Ensure the team are documenting the customer interactions correctly
Create an inspiring team environment with an open communication culture
Recognize high performance and reward accomplishments
Taking Corrective measures against any team members whom is found not meeting their KPI’s.