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Coins.ph
Head of Customer Experience (PH)
6 months ago | 495 views | 5 applications

Head of Customer Experience (PH)

Full-time
Taipei

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

📍As the front of the market, you and the team will arbitrate customer disputes professionally for Coins.ph 📍Investigate user feedbacks and take appropriate actions to keep the marketplace safe and prevent fraudulent activity 📍Create a culture and processes which achieve the business goals and objectives with regard to their customer service 📍Improve Customer Satisfaction, or other Customer Metrics 📍Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers 📍Improve current whole process and workflow to better serve the customers 📍Make sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business 📍Ensure that learning from complaints is shared within the organization 📍Manage CS team by Identify and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities

What we expect from you

📍Extensive experience in managing operational customer service teams 📍Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets 📍Must have fintech, crypto or financial services experience dealing with retail users 📍Must have at least 2 years of experience in managing a big CS team with over 30 employees 📍Proven Management and/or relationship management experience at a senior, strategic level role 📍Established track record of exceeding targets, KPI, legislative compliant environment 📍Able to adapt and succeed in a changing environment 📍Proactive, and good ownership ability 📍Better to have CS AI experience

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