About Hytech
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.
With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.
Role and Responsibilities:
- Lead and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service.
- Conduct regular team meetings, provide constructive feedback, and facilitate professional development.
- Set and maintain high standards for customer service, ensuring that the team meets or exceeds customer satisfaction targets.
- Handle escalated customer issues and ensure prompt resolution.
- Foster open communication within the team and across departments.
- Act as a liaison between the customer service team and other departments to address issues and streamline processes.
Qualifications and Requirements:
- Bachelor's degree in business study or any related field.
- Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
- Have experience in resolving customer inquiries and handling complaints.
- Proven track record of training CS new joiners and quality control management.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Proficiency in Zendesk and CS CRM system will be an added advantage.
- Knowledge of the fintech industry will be an added advantage.
Benefits
- Opportunity to build and shape a research function from the ground up
- Exposure to fast-growing fintech / trading industry
- Career growth and leadership development opportunities
- Collaborative and dynamic working environment
