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Customer Service Manager (Russian/Ukraine)
Poland, Warsaw /
Customer Support â Customer Support /
Full-time: Remote
/ Remote
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Binance is the global blockchain company behind the worldâs largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
Responsibilities
- Responsible for training, motivation, elimination, promotion, communication and other management and emergency public relations events.
- Participate in the formulation and implementation of customer service processes, service standards, work plans, implementation specifications. Adjust and improve timely to meet the requirements of product business information increase, change and process change.
- Partner and design training scheme with training supervisors. Provide product training and improve service capabilities for customer service specialist teams. Put forward effective opinions on the business process analysis.
- Arrange team members on duty and in shifts and make specific shift arrangements. Adjust customer service reception and arrange replacement personnel according to the customer flow volume and the reception capacity. Help employees grow and achieve the goal of exceeding productivity and satisfaction.
- Responsible for the daily shift management of the Russian/Ukrainian customer service team.
- Manage, supervise and evaluate the daily work of customer service specialists. Pay close attention to the work of the specialists. Regard improving the overall service quality as the main purpose.
- Communicate and coordinate with different stakeholders and give feedback on market, products and technology.
- Put forward the improvement of the system level from the business point of view. Focus on the prevention of problems and the analysis and solution of the existing problems.
Requirements
- College degree or above.
- Strong Proficiency in English and Russian at a business level communication in the languages.
- Minimum 5 - 8 years of experience in customer service management role, preferably in finance or E-commerce industry.
- High level of honesty and integrity; Proactive and meticulous.
- Highly analytical, comfortable in handling large amounts of data by looking at different angles and perspectives to identify opportunities
- Ability to work under pressure, strong communication skills, and exceed beyond expectation
- Innovative, excited about coming up with initiatives, programs and solutions to support continuous improvement.
- Experience in working with HR and topics that are pertinent to employee management.
- Excellent communication skills, being able to summarise findings and recommendations in business reviews, supporting projects and being comfortable in communicating with top to bottom stakeholders.
- Passionate for the customer service industry and can accept to work under different work shifts basing on operational needs.
- Positive about the crypto industry.
Working at Binance
⢠Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
⢠Fast moving, challenging and unique business problems
⢠International work environment and flat organisation
⢠Great career development opportunities in a growing company
⢠Possibility for relocation and international transfers mid-career
⢠Competitive salary
⢠Flexible working hours, Casual work attire
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