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Senior Trainer – Customer Service

Company Description

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Company Name: Binance

Job Description
Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.

Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
    • Provide mentorship to CS agents using data analysis on a regular basis;
    • Generate excel reports, conduct quality analysis, and record, analyze and gather quality cases to give suggestions for improvement;
    • Report to supervisor regularly and continuously amend the standard for quality assessment and monitoring process;
    • Assist in carrying out training needs analysis, participate in developing training plans, implementation scheme, and ensuring training needs are met;
    • Collect and evaluate related training courses and learning materials according to the company's training needs; and develop and maintain suitable learning and training channels to ensure the diversity and applicability of training resources;
    • Understand the requirements from trainees, develop and prepare training materials, enrich training contents and design training system; conduct training lessons; and collect feedback to continuously improve training courses;
    • Document training records and follow post-training feedback, analyze and summarize training activities to improve training quality;
    • Analyze randomly checked service tickets and online records to identify problems, based on which CS agents' performance can be properly assessed.
    • Minimum 8-years experience in training and coaching; with at least 5 years experience in corporate training.
    • Bachelor’s degree or diploma.
    • Prior CS experience with exposure to cryptocurrency, blockchain or e-commerce, financial industry background is highly desirable.
    • Strong ability in English, ability to work with other cultures.
    • Strong communication and interpersonal skills, and ability to work independently.
    • Excellent abilities in organization, coordination, and project management.
    • Familiar with various Microsoft Office Suites
    • Hold strong work ethics and abide by the company’s policies and procedures.

Working at Binance
  • Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
  • Fast moving, challenging and unique business problems
  • International work environment and flat organisation
  • Great career development opportunities in a growing company
  • Possibility for relocation and international transfers mid-career
  • Competitive salary
  • Flexible working hours, Casual work attire

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