(Post-sales) Customer Service Manager

Bitmain Technologies Pte Ltd

(Post-sales) Customer Service Manager

Bitmain Technologies Pte Ltd

Job Nature: Permanent

Position Level: Experienced, Manager

Job Category: Customer Service, Brand/Product Management, Business Development, Account Management

Qualification: Bachelor's / Honours, Masters / PhD

Job Description:

  • Analyze department performance; develop, implement and maintain production/performance standards and KPI in line with Company goals and objectives (分析能力)
  • Develop, prepare and review data and reports for senior management (分析能力)
  • Review and respond to important and complex issues and questions raised (重大异常处理能力)
  • Review, investigate and resolve inquiries regarding customer service issues for internal and external customers(重大异常处理能力)
  • Leads a Customer Service team that provides an exceptional level of service to all customers and that fosters customer satisfaction and positions the Service Center to grow and retain customers (业务管理能力)
  • Manage the workflow of the customer service function and communicate standards (流程管理)
  • Provides orientation and on-the-job training for new Customer Service Specialists and cross-training on all CSS duties (人事管理)
  • Collaborate with appropriate external departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives (业务管理能力)
  • Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances (业务管理能力)
  • Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and country regulations (流程管理)
  • Research and incorporate best practices into department operations(流程管理)
  • Ensures all customer interactions are consistently and accurately maintained in the system(流程管理)
  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development (人事管理)
  • Fosters and leads a positive team environment (人事管理)
  • Serves as liaison between customer service team, management team and corporate partners (人事管理)

Job Requirements:

  • Bachelor’s Degree or the equivalent of 5 or more years related experience in managing a team of customer service with direct supervisory responsibility;
  • Proficient PC skills (Outlook, Word, Excel, PowerPoint);
  • Strong written and spoken communication skills in both English and Mandarin as candidate needs to liaise with English and Chinses-speaking counterparts on a daily basis;
  • High degree of personal drive & self-discipline;
  • Candidates should thrive in a fast-paced & high-pressure environment;
  • Candidates should possess a continuous improvement mindset to achieve excellence.
  • Customer service focus – both internal and external customers;
  • Ability to empathize with and prioritize customer needs;
  • Ability to resolve conflicts and set appropriate expectations with customers;
  • Ability to work with customers and colleagues world-wide;
  • Curiosity and strong interest in emerging technologies, especially but not limited to cryptocurrency will be preferred;
  • Understanding of the cryptocurrency ecosystem and its components, especially mining and the blockchain will be preferred;
  • Ability and willingness up to 20% regional travel.

Company Overview

Bitmain is the world’s leading manufacturer of Bitcoin mining hardware and other related services. Our mission is to continually produce cutting-edge custom hardware, side by side with innovative software solutions, for both consumer and business use alike. We remain at the forefront of the Bitcoin mining industry, and take pride in being one of the most recognizable brands in the cryptocurrency space.
Bitmain was founded by several of the digital currency industry’s earliest players, and our team is comprised of passionate and pedigreed engineers, financial experts, and Bitcoin enthusiasts.
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