Team Leader, Customer Service (Arabic Speaker)
Job Description:
OKX is a leading global trading platform that utilizes blockchain technology to provide advanced financial services to traders around the world. We offer a wide range of token and futures trading pairs to assist traders in optimizing their strategies. With millions of users in over 100 countries, we are recognized as one of the top digital asset trading platforms in terms of trading volume. Our derivatives platform, renowned for its exceptional quality, handles approximately $10 billion in daily transactions and is considered the gold standard in the industry. We firmly believe that blockchain technology has the power to eliminate transaction barriers, enhance transaction efficiency, and revolutionize the global economy. We are committed to making innovative advancements that have a significant impact on the world and continuously strive to enhance the customer experience.
Responsibilities:
- Oversee Customer Service Operations by monitoring and reporting important metrics, such as customer satisfaction score, productivity, and response speed, to ensure excellent service quality.
- Ensure service quality and adherence to established processes.
- Collaborate with stakeholders and support teams to deliver outstanding customer service.
- Participate in recruitment activities, including screening and interviewing.
- Carry out daily operations smoothly and provide timely reports to stakeholders during incidents.
- Monitor Key Performance Indicators (KPIs), analyze trends, and address issues related to service quality.
- Conduct weekly/monthly performance reviews with customer service agents.
- Coordinate with the L&D team to provide necessary training and re-training.
- Engage in process update/improvement projects and workshops.
- Communicate business updates, policy changes, and relevant information to stakeholders.
- Plan monthly schedules for customer service agents while effectively managing daily shrinkages.
Requirements:
- Bachelor’s degree or at least 3 years of relevant experience in leading a team in a call center environment.
- Strong experience in leading diverse teams with more than 15 members.
- Proven expertise in effective hiring, training, coaching, and people management practices.
- Strong planning, interpersonal, and detail-oriented skills.
- Process-driven mindset with a team player attitude for effective collaboration in cross-functional environments.
- Fluent in both English and Arabic (verbal and written communication skills).
- Enthusiasm for new technologies and a willingness to adopt them to improve organizational effectiveness and business processes.
- Availability for work according to the provided schedule, supporting 24x7 operations.
- Ownership and accountability in offering solutions for the benefit of customers and the business.
Preferred Qualifications:
- Proficiency in CRM tools, such as Zendesk.
- Basic computer knowledge, including MS Office, MS Outlook, Internet Explorer, and other applications like Google Analytics.
- Flexibility to work in shifts when necessary.
- Familiarity with the crypto/finance technology industry.