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Head of customer service

CV MARKET´S CLIENT

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Tööpakkumise number 601866

Tööpakkumise number

601866

Job Description

- Recruitment and control of performance of technical and customer support service operators
- Creation of job descriptions, a incentive system and KPI for the members of support service
- Preparation, implementation and event control directed at improving efficiency of support service performance including writing scripts for working with the users and their timely updates
- Making of users’ needs matrixes including negative and positive feedback
- Offering suggestions for changes to the products and services provided based on user feedback and competitors’ offers
- Analysing users’ registrations, frequency of their site visits, trading volumes in respect of every target group
- Consulting VIP users, corporate clients in particular, on the work of the platform (what closing documents must be provided to make a payment, offering alternative means for depositing and withdrawing funds, making decisions on the interest rate taken for the use of the services, etc.)
- Effectively manage escalated customer interaction on customer problems, concerns, and complaints;
- Participation in making a trigger network for attraction of users and maintaining their interest to working on the platform
- Cooperation with the marketing department for the right presentation of products and services for users.


Requirements

- 3-5 years of experience in customer service leadership role or relevant business experience is required, плюсом будет опыт формирования данного отдела с нуля;
- Work experience with banks, payment systems providers (KYC/AML, , funds limit per transaction and etc.);
- Strong attention to details;
- Advanced level of English;
- Working knowledge of ticketing systems;
- Must possess strong planning, organizational and time management skills, as well as strong problem solving skills;
- Must be willing to tackle day to day tasks as well as management;
- Must be able to multi-task with the ability to change direction quickly and often


Company offers

-The average salary is $2000 (the final amount is discussed at interview and depends on the candidate's qualification)
- Office located in Tallinn (one of the international branches)
- Stability: the project has secured venture investments for 2 years
- Opportunity to exchange professional knowledge with participants of other projects in the field of information technology (cybersecurity, data protection, blockchain, etc.) and participation in their commercialization (as additional income)
- Own kitchen at the office: snacks, fruit, sweets, tea, coffee;
- Start of the work day from 9-00, schedule 5/2 (full-time in office)
- Lack of bureaucracy, modern business-approach, first-name basis with all colleagues, including top-management, a chance to participate in making key decisions,
- Business trips to Europe or Asia



Location:
Tallinn, Harjumaa
Job type:
full-time, employee
Expiration date:
05 July 2019
Published:
06 June 2019
Gross salary:
From 1500 up to 2000 EUR monthly

CV MARKET´S CLIENT

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