Exinity Group

Job description:

Exinity Group is looking for an experienced, driven and highly-motivated Head of Customer Service, whose primary function will be to manage, lead, mentor and develop the customer service team of 35+ members, supporting and motivating them to provide the best possible service to the Clients.

Must be available to work in shifts for a total of 40 hours/week (5 days a week, 8 hours per day);
Shifts may apply to weekends as well.

/en/head-of-customer-service-armenia-12

Job responsibilities

• Regular Forex Industry research and active knowledge development
• Report to the Global Head of Client Services on all department activities
• Lead, manage and direct the Customer Service team in Armenia to ensure that all client's needs are handled in a professional, courteous and timely manner;
• Provide strategic and tactical planning for the support team to ensure operational effectiveness, including 24x7 coverage planning and high-quality interactions with clients;
• Create a culture of ownership and accountability, ensure teams understand their objectives and are provided the tools and guidance to be successful;
• Motivate the team through coaching, career planning and setting individual objectives;
• Maintain and improve training for new and existing CS team members to promote quick on-boarding as well as quick understanding of new product rollouts;
• Manage Customer Service efforts to resolve customer issues in a timely and effective manner; ensure effective procedures are in place to resolve customer issues;
• Provide superior customer support by identifying issues, devising solutions, and accepting ownership to a successful closure;
• Prompt action to fix any internal/external issues
• Responsible for order entry, answering Customer Service phones, message management and performing all Customer Service activities as needed;
• Collect daily reporting from representatives and assist with creation of the weekly report.
• Assist the Global Head of Client Services in daily activities in order to ensure proper departmental work flow
• Monitor the proper functionalities of any client program sources: website, chat systems, internal systems, etc.
• Generate ideas for new processes and procedures in CS on a monthly basis based on competitors research
• Implement office operations, and ensure adherence to company policies and procedures
• Create a collaborative environment within the team as well as with other departments
• Actively participating in the recruitment of new staff to cover open positions
• Partner with HR to maintain office policies and activities as necessary
• Create and maintain daily, weekly and monthly reporting;
• Maintain a safe and secure working environment
• Assist other departments where necessary

Required qualifications

• Bachelor's degree or higher in Economics/Management/Finance or related field;
• At least 3 years of proven success in leading, building and managing highly effective customer service teams (at least 10 subordinates);
• Absolute proficiency in the English language (one more foreign language is considered as an advantage);
• Computer literate – Good knowledge of MS Project, Excel are essential;
• Customer service orientation, strong client-facing skills
• Outstanding customer service skills and demonstrated ability to transfer the knowledge to peers;
• Excellent knowledge of management methods and techniques;
• Strong interpersonal and problem-solving and conflict management skills;
• Ability to think strategically, formulate plans and articulate recommendations
• Excellent communication and positive leadership skills
• Extraordinary coaching, mentoring and development skills;
• Self-starter motivated and able to take initiative;
• Sound business judgment and ability to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action;
• Ability to work in shifts if required

Required candidate level: Senior

Additional information