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Customer Escalations Manager
7 months ago | 797 views | 3 applications

Customer Escalations Manager


About the company

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.

Job Summary

What you'll do

📍Supervise the customer escalations team. 📍Supervisory duties include coaching, performance evaluation, hiring, training, and motivating members to perform effectively. Conduct 1:1 sessions with the team to know their challenges and motivations. Help the members in developing their career goals. Identify training needs to upskill members and keep up with the global customer service standards. Ensure proper workforce management and business continuity within the team. Formulate and implement cost-efficient operations. Be updated with the latest industry techniques and methods. Escalations, Incident, and Problem Management. 📍Ensure that escalation processes are in place for every concern. Link escalations to existing incidents and problems, gather data, present impact to management, and provide recommendations. Track the progress of ongoing incidents and problems until permanent resolution. 📍Manage critical and complex concerns. This includes escalated concerns that team leaders can no longer manage. Concerns that involve regulatory, financial, and reputational risks. Use these concerns as case studies to identify customer pain points, perform root cause analysis, determine areas of improvement, and collaborate with relevant departments to implement solutions and improvements. Train the team in managing these types of concerns. 📍Compliance and Anti-Fraud. Ensure the teams operate based on the regulatory requirements of the company. Escalate and coordinate with other relevant teams the newly observed fraud modus for proper prevention and remediation. Be updated with the latest industry techniques and methods. 📍Quality Assurance. Ensure high-quality customer service standards by continuously improving the QA scorecard, proactively improving agent performance, and regular calibration to identify customer needs and expectations. 📍Develop and implement policies and procedures. 📍Build and maintain a playbook/organized workflows that associates can follow to resolve customer concerns. The policies and procedures must satisfy customer needs and support business goals. These require constant review and revisions as customer needs change and business evolves. 📍Focus on customer satisfaction. Take ownership of customer issues and address pain points. Ensure the responses are accurate, of high quality, and are provided in a timely and effective manner. Measure and analyze customer satisfaction then implement improvements based on customer feedback. 📍Develop goals, report progress, and meet and exceed KPIs. Create goals based on the updated metrics and report progress on a regular basis. 📍Analyze statistics, generate insights, and provide recommendations. 📍Perform other duties that may be assigned by the immediate supervisor and may have an impact on business operations and company goals.

What we expect from you

📍College graduate, preferably educational background in Finance, business administration, management, entrepreneurship, operations, or relevant work experience. 📍Highly desirable: People Management, Project management, process improvement, problem management, incident management, and escalations management experience. 📍Must have compliance and fraud or any relevant experience. 📍A problem solver who has exceptional critical thinking, driven in implementing changes that will create an impact on the team, the business, and its customers. 📍Experience managing teams of cross-functional technical and non-technical resources to produce robust solutions for escalated customers. 📍Executive-level communication skills, both written and verbal. 📍Exemplary customer service skills. 📍Experience in building and scaling operations, particularly in a fast-paced FinTech environment. 📍Experience in managing a team with more than 10 members is highly preferred but not required. International BPO experience and financial institution exposure are considered a plus.

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