Overview

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