Cs Team Leader

4 days ago

Sydney, Australia eToro Full time

eToro was founded in 2007 with the vision of opening up the global markets so that everyone can trade and invest in a simple and transparent way. The eToro platform enables people to invest in the assets they want, from stocks and commodities to crypto assets. We are a global community of more than 18 million registered users who share their investment strategies; and anyone can follow the approaches of those who have been the most successful. Due to the simplicity of the platform users can easily buy, hold and sell assets, monitor their portfolio in real time, and transact whenever they want. Our Customer Service Team based in Sydney is an incredibly dynamic and diverse team of brilliant minds. They are passionate about creating the best experience for all our clients **What will you be doing?** - Leading a team of Customer Service Representatives - Provide coaching, mentoring and professional guidance to the team members - Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes - Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends - Take part in the team’s daily management including time schedule, tasks and work division - Assisting with training & onboarding new members - Lead technical disputes & escalations as well as respond to official complaints and provide answers following market events. - Help on-going development of CS working tools - Coordinate with other departments on a daily basis - Provide assistance to marketing and product departments - Focal point and knowledge base / FAQ for the CS Representatives - Work with data sets and reports (daily issues, complaints, workload etc.) **Requirements**: **Want to join?** - You have at least 2 years experience leading a team of representatives in sales, customer success, or support - You understand the world of service (procedures, protocols etc.) and you are passionate about customer experience - the ability to provide "WOW service" - You possess excellent interpersonal and communication skills - You have great analytical skills, you are methodical, organized and able to interpret data - You are able to multitask, handle urgent issues and disputes - You are results oriented with strong prioritization skills - You are interested in working in Fintech and trading services - You are proficient in written and spoken English **Office Perks** - Brand new funky office environment in CBD - Free snacks and drinks - Ping Pong and Nintendo Switch - Wellness room **Other Benefits** - Hybrid working model - Full at home office set up - Monthly events - Additional wellness / recharge days **What's next?** Sub Department: CS

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