Quality Assurance Manager, Customer Service Quality Assurance Manager, Customer Service …

Block.one
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Block.one
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Block.one is a software publisher specializing in high performance blockchain technologies. Its first project, EOSIO, an open-source blockchain protocol designed to enable secure data transfer and high-performance decentralized applications, has received global recognition as the first performant blockchain platform, following its introduction in May 2018. To support our fast-paced and expanding business, we are looking for detail oriented Quality Assurance Managers to help our Customer Service Team measure their success and enhance our capability, the role reports to the Customer Service Manager.

Block.one is a software publisher specializing in high performance blockchain technologies. Its first project, EOSIO, an open-source blockchain protocol designed to enable secure data transfer and high-performance decentralized applications, has received global recognition as the first performant blockchain platform, following its introduction in May 2018.

Through its affiliate, Block.one Hong Kong provides software development and consultancy services through its office in Central, Hong Kong. We are continuing to look for global and local talent to join us in Hong Kong to offer creative solutions based on the latest technological innovations and trends.

To support our fast-paced and expanding business, we are looking for detail oriented Quality Assurance Managers to help our Customer Service Team measure their success and enhance our capability, the role reports to the Customer Service Manager.

Responsibilities

  • Handle customer concerns and review internal workflow to identify service gaps
  • Formulate and implement process enhancement initiatives to improve efficiency and effectiveness
  • Conduct service quality assessment ( e.g. Call monitoring ) to monitor internal service standard
  • Provide training sessions to ensure service quality alignment in accordance with company guidelines in order to enhance the customer service experience
  • Analyse customer opinions and concerns in order to identify areas for enhancing service quality
  • Prepare reports and recommendations on the various business activities on a regular basis

Requirements

  • University graduate in business discipline
  • Minimum 3-5 years of work experience in customer service
  • Strong analytical capability and able to identify critical information in large datasets
  • Ability to work under pressure and within tight deadlines
  • Support management decisions and drive customer service objectives
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese.
  • Fluency in Putonghua is an advantage.
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