Regional CS Manager Brazil

at OKX

United States
126 d. ago
About the Job

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.

What You’ll Be Doing:

  • Responsible for the team management, supervision and evaluation of Brazil customer service operations
  • To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity
  • Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality
  • Develop and refine the customer service management processes, standards, systems, to ensure the quality of customer service management and constantly optimise the same time responsible for team building, day-to-day management
  • Manage customer complaint on various social media platforms and review platform
  • Monitor social media channels & review plaform for mentions, comments, and direct messages, and respond in a timely and professional manner
  • Regularly carry out the analysis of operational indicators, complete the analysis report organize and participate in the regular meeting
  • Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes

What We Look For In You:

  • Bachelor’s degree or relevant experience of at least 3 years of customer service operations and experience working with Reclame Aqui and their solutions. Local exchange experience is a plus.
  • Fluency (Verbal & Written) in English & Portuguese is required
  • Experience leading large (>20 members) and diverse teams
  • Strong planning and interpersonal skills as well as data-driven and detail-oriented personality
  • Strong analytical and communication skills and a hands-on mentality
  • Ability to work in a cross-functional environment and to lead complex operational initiatives
  • Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes
  • Proven experience and knowledge in effective hiring, training, coaching, and people management practices