Customer Solutions Senior Manager (PH)

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Join the leading Crypto Brand in the Philippines!

Who we are

We are one of the earliest and largest crypto platforms in Southeast Asia offering exchange and wallet services to our users
Our product lineup also includes electronic payment service and e-wallet

Through our wallet, users can send money to anyone, pay for bills, shop online at over 100,000 merchants, receive money transfers from 200+ countries even without a bank account, and of course view and purchase cryptocurrencies

What you'll do

    • Manage a team that conducts customer inbound and outbound communication and coordination related to transaction-related cases concerning the fiat, crypto and exchange services offered by Coins
    • Serve as a Subject Matter Expert and handle a queue of disputes or issues that have been raised, as needed
      Handle escalated inquiries, ensuring that each issue has an outcome and actions are taken after proper investigation
    • Coordinate with other teams to cascade customer concerns and escalate observed bottlenecks and pain points affecting the customersโ€™ Coins transacting experience
    • Maintain a culture of high quality support and proactively evaluate SOPs, plan and implement ways to streamline customer support handling for transaction-related issues and escalations
    • Stay updated on best practices, create strategies and take initiatives forward
    • Coach, mentor, and grow a team of associates while developing your people management skills to scale the team and meet the needs of the company
    • Perform other related duties and tasks as may be required from time-to-time

What we expect from you

    • Passionate about building lasting customer relationships and prioritizes taking care of customers
    • 5 years of experience in Escalation Support management or related field is preferred
    • Graduate of Business Management, Finance or equivalent
    • Strong verbal and written communication skills in both English and Filipino
    • Strong analytical skills and advanced knowledge in Google Suite programs
    • Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
    • Thinks fast under pressure and solves problems on the go without being overwhelmed
    • Trustworthy and able to protect confidential information with discretion
    • Meticulous, detail-oriented, and able to work quickly without supervision
    • Discreet and upholds customer privacy and confidential information
    • Has a track record for getting things done – drive, ownership, and execution is at the core of our culture

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