Service Development Specialist Job Vacancy in AMBER TECHNOLOGIES GLOBAL PTE. LTD. Outram – Updated today

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name : AMBER TECHNOLOGIES GLOBAL PTE. LTD.
Location : Outram
Position :

Job Description : 10 years exp
Roles & Responsibilities
Service Development Specialist
Part of the Global Customer Experience organization, The Service Development specialist is a role reporting into the Global Service Development Manager and responsible for Zendesk management and the implementation of Customer Service Quality Assurance, Knowledge Management, Training and mentoring of new hires as well as be the liaison for the company’s internal stakeholders to communicate the introduction of new campaign, process or changes to product features / benefits.
Job responsibilities:
Build and maintain Zendesk workflow and automation to optimise the Customer Service operations, including integration with the necessary software / tools.
Write Zendesk Standard Operating Procedure and regularly review and update to capture changes and to ensure strong adoption.
Scoping and building QA frameworks and establish QA metrics that align with regulatory requirement, business strategy and customer’s expectation.
Perform weekly qualitative and quantitative analysis of QA performance; partner with internal partners to aggregate, prioritize and communicate to senior Leadership the top QA issues impacting the organization.
Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to up-skill team performance
Manage knowledge centre / portal to allow ease reference of the Customer Service team and its subsequent maintenance including timely update of new content.
Own the Help Centre, working with relevant internal stakeholders to update the information on the Help Centre to allow users to easily find the required information.
Create new hire training curriculum and materials including the mentoring program to ensure onboarding program is effective and efficient.
Partner with internal stakeholders (Marketing, Product, Operations) as well as the Global Workforce Management Lead and Global Vendor Operations Lead to) to better manage campaign, events, product launches, etc., to align with the Customer Service capacity, to ensure clarity of information to customers.
Participate in CX related initiative / new tool implementation that will provide automated, and more efficient quality management, delivery of training and management of knowledge.
Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.
Requirements:
Minimum 10 years of relevance experience in Contact Centre / Customer Service setting in e-commerce, financial, or travel industry
Working knowledge of Crypto, quality processes, corporate learning, and compliance requirement
Experience designing and facilitating virtual learning experiences, specifically manager trainings
Experience working with relevant tooling including ticketing systems such as Zendesk, Freshdesk, Sprinklr, Salesforce
Demonstrate Operational Excellence experience and focus on continuous improvement
Proven record of managing complex projects and internal stakeholder relationships
Experience contact centre best practices for Operations Management
Strategic thought leadership, superior analytical skills with strong ability to problem solve, sound business judgement and demonstrated result orientation
Exposure to QA management tool, Knowledge management tool and LMS is a plus
Collaborative work style with excellent written and verbal English communication skills, preferably bilingual in Mandarin; effectively interacts with partners across organizational boundaries/hierarchies
Highly proficient in in MS Excel, PPT, Visio and other online presentation / collaboration tools
Amber Group is a leader in digital asset trading, products and infrastructure. We work with companies ranging from crypto-native institutions, banks and fintech firms, to sports teams, game developers, brands and creators. Operating at the center of markets, we act as liquidity providers, miners and validators on all major exchanges, applications, and networks. Across all products and categories, we have turned over >$1T in volumes since inception.

Our core value is building strong relationships with our clients; helping them buy and sell digital assets, earn yield, manage risk and access liquidity. Through our WhaleFin platform, individual investors enjoy award-winning investing services including app & web trading, fixed income and structured products.

We are a team of 700+ dynamic, entrepreneurial technologists, traders and engineers on a mission to enable frictionless marketplaces. We operate around the clock and around the globe, headquartered in Singapore with a presence in Athens, Chicago, Geneva, Dubai, Hong Kong, Istanbul, London, Mexico City, New York, Salt Lake City, Seoul, Taipei, Tokyo, Vancouver, and Zurich.

Our firm offers world-class technology infrastructure and research capabilities, but we are still unconstrained and nimble enough to remain deeply entrepreneurial. We are always interested in people who have an appetite for taking calculated risk, demonstrate a high level of original thinking and intellectual curiosity.

This post is listed Under  App Development
Disclaimer : Hugeshout works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company