Overview

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 25+ 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.
Competitive remuneration and benefits package; medical insurance will be provided after the completion of the probation period

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 (more than 10 people is highly preferable)
- 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