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 (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
