Customer Service Team Lead Customer Service Team Lead …

Block.one
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Block.one
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Block.one is a software publisher specializing in high performance blockchain technologies. Its first project, EOSIO, an open-source blockchain protocol designed to enable secure data transfer and high-performance decentralized applications, has received global recognition as the first performant blockchain platform, following its introduction in May 2018. To support our fast-paced and expanding business, we are looking for talented Customer Service Team Leads to help drive success within our Customer Service Team, the role reports to the Customer Service Manager.

Block.one is a software publisher specializing in high performance blockchain technologies. Its first project, EOSIO, an open-source blockchain protocol designed to enable secure data transfer and high-performance decentralized applications, has received global recognition as the first performant blockchain platform, following its introduction in May 2018.

Through its affiliate, Block.one Hong Kong provides software development and consultancy services through its office in Central, Hong Kong. We are continuing to look for global and local talent to join us in Hong Kong to offer creative solutions based on the latest technological innovations and trends.

To support our fast-paced and expanding business, we are looking for talented Customer Service Team Leads to help drive success within our Customer Service Team, the role reports to the Customer Service Manager.

Responsibilities

  • Lead your team and effectively monitor the service levels within the CS team members to ensure that KPI's are met
  • Set priorities for the team to ensure completion of tasks and achievement of performance goals
  • Handle and investigate the escalated cases in both verbal and written communication
  • Align with management direction to deliver quality customer service through various channels
  • Work closely with CS manager to ensure staffing/roster levels are capable of supporting business targets

Requirements

  • University graduate in business discipline
  • Minimum five (5) years of work experience in the contact centre environment or similar with at least three (3) years of experience in leading large teams preferably in banking / finance industry
  • Experience managing in multi-channel environment ( telephone, email, chat) highly preferred
  • Shift work is required (5-day work week)
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese.
  • Fluency in Putonghua is an advantage.
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