Customer Service at Miners Club

Job Description

Key Responsibilities

• Customer Service Team Building and Management
  • Build and manage a 1-on-1 customer service team, including recruitment, training, and performance supervision
  • Develop workflow and service standards to ensure efficient team operations
  • Optimize service quality and user satisfaction through continuous improvement
  • Oversee CRM system construction and employee training programs
• Online Community User Conversion
  • Configure and maintain online customer service systems (e.g., chatbots, email support)
  • Develop and manage an online customer service script library
  • Collaborate with marketing, sales, and operations teams to improve community conversion rates
  • Resolve user issues and systematically collect feedback for service enhancement
• Offline User Support
  • Provide professional 1-on-1 consultation services for high-value users
  • Optimize product presentation methods based on user feedback
  • Identify high-potential clients and facilitate their transition to formal investment processes
• Data Analysis and Optimization
  • Monitor and analyze customer service metrics (consultation types, conversion rates, feedback)
  • Develop improvement plans based on data insights
  • Regularly produce service quality reports to inform product and operational decisions

Job Requirements

• Proven experience in customer service team building and management
• Strong background in both online and offline customer service operations
• Experience with CRM systems implementation and optimization
• Excellent data analysis skills with ability to translate insights into actionable strategies
• Outstanding communication and collaboration skills across multiple departments
• Ability to develop and implement service standards and workflows
• Experience in financial services or investment-related fields is a plus