Job Responsibilities:

📍Oversees the daily escalation activities of the CS team, acting as a point of contact for specific cases; 📍Monitors regulatory changes and updates, influencing Crypto.com’s internal and external complaints handling processes; 📍Maintains and updates the internal complaints handling process and/or internal escalation procedure(s), in accordance to regulatory updates; 📍Takes ownership and accountability in projects, related to the evolution of the complaints-related processes, reporting and other tools; 📍Thoroughly considers any (potential) service-related complaints, escalated via the supported communication channels and handles it according to 📍Company’s internal complaints handling process; 📍Considers closely and attentively the details and validity of a complaint and investigates them fairly, consistently and promptly; 📍Liaises with all the relevant and involved departments/divisions/parties while investigating and resolving a complaint; 📍Escalates a complaint to a different department/party where appropriate, in accordance to the internal complaints handling procedure(s); 📍Prepares a final response to the complainant, as per the internal complaints handling procedures; 📍Compiles complaint statistics and trends analysis to senior management on a regular basis and acts upon them; 📍Cooperates with all customer-facing departments for driving procedural and other operational improvements, resultant of complaints root cause analysis; 📍Meets the targets set; 📍Participates in ad-hoc projects as directed by SVP, 📍Customer Success and Senior Operations Management; 📍Regularly reports against all the above-described duties to their line managers; 📍Other duties assigned to them by their superior or company managers in accordance to the position.

Job Requirements:

📍Experience in Customer Service is a must; 📍The Officer should preferably have profound knowledge of the applicable contemporary practices in the field of Customer Service, including but not limited to understanding of operational matters regarding Customer Service, as well as Complaints handling, including liaising with government bodies in relation to official customer complaints; 📍The Officer must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure; 📍The Officer must be able to communicate effectively with people at all levels both inside and outside the Company; 📍Strong written and verbal communication skills; 📍Excellent leadership and organizational skills, decision making skills, effective problem solving skills, as well as skills to work independently and in team; 📍Act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in the fintech industry and motivation to occupy the position; 📍English language; excellent computer literacy.