Client Services Manager – South Korea Market (Contract)

Responsibilities:

• Plan and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements

• Oversee team performance and ensure all members consistently achieve and maintain high KPIs

• Provide coaching and training to all members, including case sharing for error / incidents prevention

• Monitor team specific challenges and situations, working proactively to meet team and BU OKRs

• Analyze performance data and prepare detailed reports providing analysis, and solutions to problems

• Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement

• Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven

• To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage.

Requirements:

• Candidate possess bachelor degree in finance / economics / mathematics / business administration or business management or any related capacity with keen and sharp eye for numbers

• Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities.

• Ideally familiar with frontline operations (Livechat and Email) in fast-paced industry like Financial institutions, Fintech / Banking / Investment / call-center environment

• Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.

• Proficient in English & Korean in communication and writing in order to liaise with dedicated market counterparts

• Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms

• Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance

• Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm /4pm-1am /12am-9am)

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“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA. By submitting your application for this position, you consent to the collection, use, and disclosure of your personal data by Quesscorp and its recruitment partners, including Employment and Employability Institute Pte Ltd, for the purpose of i) employment facilitation and ii) data and statistical analysis. You may find out more information on the PDPA policies at Quesscorp website and [https://www.e2i.com.sg/pdpa/]."