CryptoJobster
Phone Support Lead
Join the Pioneer Crypto Brand in the Philippines!
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
The Quality Assurance Specialist will report directly to the . The identified person will work closely with the customer experience team leaders and managers including relevant departments to ensure that we are providing high quality responses and improving processes to maximize agents’ efficiency.
The role will be required to create a QA scorecard that will be reviewed and improved on a regular basis to cope with the changing needs and expectations of the customers. The person will be expected to extract data and generate insights then identify areas of improvement in terms of processes and customer experience.
What you'll do
- Lead the Phone Support team to achieve the team’s OKRs and individual goals.
- Coach/Supervise all team members on daily/weekly/monthly basis.
- Conduct regular team meetings to discuss process/knowledge gaps.
- Perform regular call calibration to identify opportunities.
- Perform RCA and create an action plan based on the SMART model.
- Prepare daily/weekly/monthly reporting.
- Monitor all attendance infraction including creating shifting schedules based on business needs.
- Oversee daily voice support operations for Coins.ph and Coins Pro services.
- Work closely with other business functions and share suggestions in improving the product and providing solutions to increase our service and process efficiency.
- 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 optimizing processes.
- Has 2 to 4 years of relevant experience including SMART Coaching.
- Graduate of Business Management, Entrepreneurship, Operations Management, or equivalent.
- Strong verbal and written communication skills in both English and Filipino.
- Strong analytical skills and knowledgeable 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.
Join the Coins Team Now!
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.
Interested?
Apply nowPlease let coins know you found this position on CryptoJobster.com as a way to support us so we can keep providing you with quality crypto jobs.
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