Job Description
This position requires the candidate to manage user interactions through online customer service platforms, ensuring timely and accurate resolution of inquiries. The role involves identifying operational inefficiencies, documenting issues, and collaborating with cross-functional teams to implement improvements. Additionally, the individual will conduct user experience analysis, uncover hidden needs, and drive continuous process optimization to enhance service quality and user satisfaction.
Key Responsibilities
- Operate online customer service tools to address user concerns and provide support across multiple languages
- Systematically identify and categorize process-related problems for root cause analysis
- Develop and execute strategies to improve user experience by resolving pain points and aligning solutions with business goals
- Collaborate with product, operations, and technical teams to implement process improvements
- Maintain detailed records of user interactions and feedback for quality assurance and reporting
- Monitor service performance metrics to ensure compliance with company standards
Job Requirements
- Native or fluent proficiency in Russian and English; intermediate to advanced Chinese language skills are preferred
- Proven ability to quickly grasp business concepts through training, with a focus on customer service and operational excellence
- Strong analytical mindset to identify systemic issues and propose data-driven solutions
- Excellent communication skills to articulate complex ideas clearly to both technical and non-technical stakeholders
- Ability to work flexible shift schedules, including extended night shifts, with a minimum of 12-hour shift adaptability
- Proficiency in using CRM systems and customer service software for tracking and resolving issues
- Experience in financial operations or customer service analytics is a significant advantage
- Strong problem-solving skills with a proactive approach to process improvement initiatives
- Ability to maintain composure and professionalism during high-pressure situations
- Basic understanding of quality management principles and service level agreements
Work Environment
This role operates in a dynamic, fast-paced environment with a focus on customer-centric operations. The candidate will work closely with global teams, requiring strong cross-cultural communication skills. The position may involve irregular working hours and occasional travel to client sites or company headquarters. A collaborative and innovative work culture is emphasized, with opportunities to contribute to strategic decision-making processes.
