Deskripsi pekerjaan
Binance is the global blockchain company behind the world’s 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?
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:
- Be the Go-to person in project managing a suite of Key Identified CS initiatives
- Track and drive timely execution of detailed Project Plan. Projects are typically cross borders, cross functional and may include system implementations and/or process redesign
- Identify/track risks and issues, and work with relevant stakeholders to drive issue solutions
- Lead cross-functional team to improve CS processes by understanding current processes and propose standardisation and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, operational excellence, and improve customer/ stakeholder satisfaction
- Maintain communication with the product department, and disseminate promptly and efficiently product changes to customer service agents, training team, and internal product team
- Prepare, review and update customer service related SOP to ensure service consistency
- Report progress of project status to leadership team on regular basis
- Raise early warning flags and escalate issues to leadership team on a timely basis
- Collect feedback from the customer service side and seek solutions from the product team
- Monitor and manage daily chat quality, identify problems in time and able to propose effective solutions
- Assist in keeping the official FAQ up-to-date
Requirements:
- 3-5 years of experience in project management or operation
- Good documentation and presentation skills
- Able to communicate effectively and maintain good relationship with stakeholders
- Hands on experience in drafting SOP
- Customer service experience and knowledge in crypto is highly preferred
- Bilingual in English and Indonesian
- Strong MS Excel, PPT, visual and presentation skills and excellent documentation ability
- Able and willing to adapt in a dynamic environment and have a strong sense of service
- Team player who is able to perform under pressure, multi-task, self-motivated and work independently
