Customer Service Research Specialist
4 days ago
Job Overview
Analyze customer service trends and best practices in the cryptocurrency industry, focusing on live chat, ticketing, and chatbot solutions. Our ideal candidate will have a strong understanding of customer service platforms, including live chat, ticketing systems, and chatbots.
Key Responsibilities- Benchmark competitors' customer service performance to identify strengths and improvement areas.
- Research industry-specific customer service challenges and propose innovative solutions.
- Assess live chat interactions, ticket workflows, and chatbot efficiency for crypto-related businesses.
- Develop frameworks to evaluate customer satisfaction, responsiveness, and resolution rates.
- Monitor key performance metrics like response time, resolution time, and user feedback.
- Collect and analyze customer service data to identify trends, pain points, and areas for optimization.
- Provide actionable recommendations to enhance customer experience strategies.
- Create clear, data-driven reports and presentations summarizing findings and suggesting improvements.
- Recommend enhancements to customer service channels to boost engagement and satisfaction.
- Work closely with product, operations, and customer service teams to align findings with company goals.
- Stay informed about advancements in AI, chatbots, and customer service technologies in the crypto industry.
Requirements:
- Diploma or degree in Business, Market Research, Data Analytics, or a related field.
- At least 1 year of experience in market research, customer service analysis, or a similar role. Experience in the cryptocurrency or fintech industry is preferred.
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