Overview
Customer Service Manager Jobs in Jakarta Metropolitan Area at Bybit
Title: Customer Service Manager
Company: Bybit
Location: Jakarta Metropolitan Area
About Us
Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class.
Our core values define us. We listen, care, and improve to create a faster, fairer, and more humane trading environment for our users. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner
.
As of today, Bybit is one of the most trusted, reliable, and transparent cryptocurrency derivatives platforms in the spac
e.
Responsibilit
- iesSupport clients on all inquiries via live chat or em
- ailEnsure efficient and excellent customer service experience provi
- dedBe well equipped with the Company's platform/product including keeping abreast of general market conditi
- onsDiligently and effectively manage and follow up on inquiries/complaints of current/prospective clie
- ntsPossess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for managem
- entEnsure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on ti
- me.Continuously seek improvement to enhance team’s performance and work efficiency including overall work proc
- essSupport leaders in supervising and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requireme
- ntsAssist in overseeing team performance and ensure all members consistently achieve and maintain high K
- PIsProvide coaching and training to all members, including case sharing for error / incidents prevent
- ionMonitor team specific challenges and situations, working proactively to meet team and BU O
- KRsAnalyze performance data and prepare detailed reports providing analysis, and solutions to probl
- emsDevelop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancem
- entAct as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-dri
- venTo be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outta
ge.
Requirem
- entsPreferably customer service with experience handling external vendors, government agencies or related regulatory / compliance relati
- ons.Candidate possess bachelor degree in finance / economics / mathematics or any related capa
- cityMin 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilit
- ies.Ideally familiar with frontline operations (Livechat and Email) in fast-paced industries like Financial institutions, Fintech / Banking / Investment / call-center environ
- mentSomeone with sharp acumen and keen eyes with numbers and statistics is ideal for this posit
- ion.Proficient in English & Bahasa Indonesia in communication and writing in order to liaise with dedicated market counterp
- artsPossess great passion to develop knowledge and a long-term career in fintech/crypto trading f
- irmsTeam player, who is committed and self-driven, with the ability to respond positively to a client's request for assist
- anceAble to perform 5 days' rotational shift work including weekends & Public Holi
days
