Head of Customer Service / Armenia

Deadline: 13 December 2020

Employment term: Permanent

Category: Sales/service management

Job type: Full time

Location: Yerevan

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.

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 (knowledge of Farsi 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

Competitive remuneration and benefits package; medical insurance will be provided after the completion of the probation period.

Professional skills

Project management

Staff management

MS Excel

English

Customer relationship management

Soft skills

Leadership skills

Negotiation skills

Positive attitude

Problem solving 

Customer/service oriented

Communication skills

You can apply for this job just by following Application procedure.

Application procedures

To apply for this position, please follow the link: https://apply.workable.com/exinity/j/F01E603656/
Early applications are encouraged and welcome. All applications will be treated confidentially. Only shortlisted candidates will be contacted for the interview.

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Contact details

Website https://group.exinity.com/

Address: 15 Movses Khorenatsi Street, Yerevan, Armenia