Join Our Team and Make a Difference!
RAK Digital Assets Oasis (RAK DAO) is on the lookout for a passionate and talented professional to join our dynamic team. If you're looking for an opportunity to excel in an exciting environment, contribute to upscaled projects, and grow both personally and professionally, we invite you to explore this exciting role with us.
At RAK Digital Assets Oasis, we value innovation, collaboration, and a commitment to excellence. We're dedicated to creating a diverse and inclusive workplace where every team member’s unique skill and perspective are celebrated. If you're ready to be part of an organization that values your contributions and offers ample opportunities for growth, we'd love to hear from you.
The role
The Senior Customer Service Executive will play a key role in assisting the Head of Customer Service (CS) by managing client interactions, supervising the Customer Service Agents, and driving process improvements. This position requires extensive experience in customer service management to ensure the delivery of exceptional support within the digital and virtual assets industry.
The responsibilities
Customer Support Management
Address and resolve escalated customer issues with a focus on timely and satisfactory outcomes.
Ensure team adherence to company policies, procedures, and industry regulations in all customer interactions.
Maintain comprehensive knowledge of company services to provide expert-level assistance to customers.
Operational Excellence
Collaborate with the Head of CS to develop and execute strategies for operational improvements.
Analyze customer feedback and performance metrics to identify and implement service enhancements.
Contribute to refining and updating Standard Operating Procedures (SOPs) for customer service.
Reporting and Documentation
Generate detailed reports on team performance, customer satisfaction, and key service metrics.
Ensure accurate and compliant documentation of customer interactions and issue resolutions.
Maintain records in line with organizational and regulatory standards.
Technology Utilization
Leverage customer service tools and technology to improve efficiency and response times.
Identify opportunities to automate repetitive tasks while ensuring a personalized service approach.
Stakeholder Engagement
Serve as the primary point of contact for VIP clients, ensuring their needs are prioritized and met effectively.
Collaborate with the sales and marketing teams to align customer service strategies with business goals.
Team Supervision
Oversee the daily operations of Customer Service Agents, ensuring performance meets organizational standards.
Provide mentorship, training, and support to team members, promoting professional growth.
Conduct performance evaluations, set objectives, and implement development plans for the team.
The requirements
Bachelor’s degree in Business Administration, Communication, or a related field.
Professional certification in Customer Service Management (e.g., CCXP, Certified Customer Service Manager) is preferred.
Minimum 5 years of experience in customer service, with at least 3 years in a supervisory role.
Previous experience in the digital assets or technology sector is highly advantageous.
We can't wait to learn more about you and your qualifications! Please submit your resume and any other relevant materials. We're eager to embark on this journey with you and explore the possibilities of how your skills and experience can contribute to our team's success.
At RAK Digital Assets Oasis we are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, or any other protected status in accordance with applicable laws. We are dedicated to creating an environment that values diversity, promotes fairness, and ensures equal opportunities for all.