Customer Service Representative at Bitunix exchange
풀타임3주 전
Employment Information
Job Description
The role involves optimizing customer service processes for an exchange platform, ensuring seamless operations across ticket handling, live chat support, community Q&A, and complaint resolution. Key responsibilities include designing standardized and automated workflows, implementing AI-driven solutions like chatbots and knowledge bases, and coordinating with product and tech teams for system integration. Additionally, the position requires establishing a robust quality assurance framework, conducting regular audits of customer interactions, and driving continuous service improvements based on data insights.
Key Responsibilities
- Process Optimization: Streamline end-to-end customer service workflows (ticket handling, live support, community engagement, complaint management) to enhance efficiency and user satisfaction.
- Quality Assurance: Develop and maintain QA standards, scoring models, and evaluation mechanisms; analyze service gaps and implement corrective actions.
- Data-Driven Improvements: Monitor KPIs (response time, resolution rate, CSAT); identify bottlenecks through operational data and drive optimization initiatives.
- Cross-functional Collaboration: Lead QA teams while coordinating with compliance, risk, product, and marketing departments to resolve systemic service issues.
- Crisis Management: Participate in post-incident reviews for major complaints to refine QA protocols and service procedures.
Job Requirements
- Bachelor’s degree or above in Management, Operations, Information Systems, or related fields (preferred).
- 3+ years in customer service optimization/QA/operations management, preferably in internet, finance, or exchange environments.
- Proven expertise in building service frameworks, QA standards, and UX enhancement strategies.
- Proficiency in data analysis tools (Excel, SQL, BI) with ability to derive actionable insights.
- Experience with customer service platforms (Zendesk, Salesforce Service Cloud, Freshdesk) is advantageous.
- Strong logical thinking, project coordination skills, and training capabilities.
- English proficiency preferred to support global exchange operations.
Benefits
We offer a competitive compensation package negotiable based on qualifications. Our flat organizational structure and collaborative team environment foster professional growth and effective workflow execution. Additional perks include opportunities for skill development in a dynamic fintech ecosystem and exposure to cross-border business operations.
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