Tier 2 客服组长
Skills
About This Role
Overview
- 工作职责
- 负责二线客服团队日常管理、排班、任务分配与监督；定期组织团队培训，提供针对性辅导与培训，提升团队专业能力
- 监控二线客服服务数据，每周输出数据复盘报告，推进服务质量与业务流程改进，并监督执行落地效果，对结果负责
- 洞察客户体验风险点，精准分析服务核心问题，联合服务解决方案及产品运营等团队制定优化方案； 规范复杂问题处理流程，确保团队服务一致性
- 处理复杂客户咨询与升级投诉，提供解决方案指导，确保客户问题得到满意解决，及时响应并处理突发情况
- 日常管理能够有效识别判断潜在风险，并能制定有效措施进行管控
- 任职要求：
- 本科及以上学历，金融、经济、管理类相关专业背景优先
- 具有3年以上Web3行业相关经验，精通 Web3 行业用户咨询痛点与复杂问题类型
- 具有3年以上客服领域经验，熟悉Web3 客服常用工具
- 出色的客户洞察、问题解决与跨部门沟通能力
- 具备优秀的中英文专业沟通能力，掌握其他语言者优先
Job Responsibilities
- Be responsible for the team's daily management, schedule, task assignment and supervision of the team performance; organize regular team training, provide targeted guidance and coaching to improve the team's professional capabilities.
- Monitor the service data of the team and deliver the weekly review; promote the improvement of service quality and business processes, supervise the implementation of the service solution, and be responsible for the results.
- Identify customer experience pain points, accurately analyze core service issues, collaborate with relevant departments to formulate optimization plans; standardize the handling process of complex issues to ensure consistent team services.
- Handle complex inquiry and escalated complaints, provide solution guidance to ensure customer problems are resolved satisfactorily, and respond promptly to and handle emergencies.
- Effectively identify and judge potential risks in daily management, and formulate effective measures for control.
Qualifications
- Bachelor's degree or above, with priority given to backgrounds in finance, economics, management or related majors.
- Over 3 years of relevant experience in the Web3 industry, proficient in user consultation pain points and complex issue types in the Web3 industry.
- Over 3 years of experience in the customer service field, familiar with common Web3 customer service tools.
- Excellent customer insight, problem-solving and cross-departmental communication skills.
- Excellent professional English communication skills; proficiency in other languages is a plus.
- If you have the skill set required then forward your Resume or CV or contact us directly:
- emma.wang@bitunix.com
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