Customer Service Representative at Bitunix exchange
Full Time1 day ago
Employment Information
Job Description
The role involves optimizing customer service processes for an exchange platform, ensuring seamless operations across ticket handling, live chat support, community Q&A, and complaint resolution. Key responsibilities include designing standardized and automated workflows, implementing AI-driven solutions like chatbots and knowledge bases, and coordinating with product and tech teams for system integration. Additionally, the position requires establishing a robust quality assurance framework, conducting regular audits of customer interactions, and driving continuous service improvements based on data insights.
Key Responsibilities
- Process Optimization: Streamline end-to-end customer service workflows (ticket handling, live support, community engagement, complaint management) to enhance efficiency and user satisfaction.
- Quality Assurance: Develop and maintain QA standards, scoring models, and evaluation mechanisms; analyze service gaps and implement corrective actions.
- Data-Driven Improvements: Monitor KPIs (response time, resolution rate, CSAT); identify bottlenecks through operational data and drive optimization initiatives.
- Cross-functional Collaboration: Lead QA teams while coordinating with compliance, risk, product, and marketing departments to resolve systemic service issues.
- Crisis Management: Participate in post-incident reviews for major complaints to refine QA protocols and service procedures.
Job Requirements
- Bachelor’s degree or above in Management, Operations, Information Systems, or related fields (preferred).
- 3+ years in customer service optimization/QA/operations management, preferably in internet, finance, or exchange environments.
- Proven expertise in building service frameworks, QA standards, and UX enhancement strategies.
- Proficiency in data analysis tools (Excel, SQL, BI) with ability to derive actionable insights.
- Experience with customer service platforms (Zendesk, Salesforce Service Cloud, Freshdesk) is advantageous.
- Strong logical thinking, project coordination skills, and training capabilities.
- English proficiency preferred to support global exchange operations.
Benefits
We offer a competitive compensation package negotiable based on qualifications. Our flat organizational structure and collaborative team environment foster professional growth and effective workflow execution. Additional perks include opportunities for skill development in a dynamic fintech ecosystem and exposure to cross-border business operations.
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