Customer Service Process Manager - Portfolio Company

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