Customer Experience Optimisation Lead

3 weeks ago


Poole, Poole, United Kingdom Koin Limited Full time

Job Title: Customer Service Team Leader

Job Description:

We are seeking an experienced and innovative Customer Service Team Leader to join our team at Koin Limited. In this role, you will have the opportunity to lead a highly skilled team and drive exceptional customer experience through efficient AI usage.

Key Responsibilities:

  • Manage and optimise AI performance to ensure the highest level of customer satisfaction
  • Oversee the day-to-day management of the Customer Service team in Asia
  • Handle escalated customer queries and ensure timely resolution
  • Report on any issues that the team in Asia has with the AI tool
  • Oversee key account management for top spenders
  • Delegate tasks including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management
  • Work closely with the Product Development team to understand product offerings and customer expectations
  • Collaborate with the Marketing and Operations teams to ensure seamless customer experience across all regions
  • Travel to China to work with our Asia team and ensure a seamless customer experience across all regions

Requirements:

  • Experience in customer support or related fields
  • Experience in team management and delegation
  • Excellent communication and interpersonal skills
  • Strong organisational skills with the ability to manage multiple tasks
  • Assertive with a commitment to high standards
  • Positive, upbeat, and adaptable attitude
  • Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided)


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