Position: Customer Support Agent/Senior Quality Assurance Specialist
Category: Support
English level: fluent
Years of experience: 4


Binance
Full-time · 2 yrs 3 months
Ukraine · Remote

Senior Quality Assurance Specialist
Apr 2022 - Jul 2023 · 1 yr 4 months

• Preparing and implementing quality assurance policies and procedures; 
• Performing routine inspections and quality tests; 
• Identifying and resolving workflow and production issues; 
• Ensuring that standards and safety regulations are observed; 
• Addressing and discussing issues and proposed solutions with superiors; 
• Documenting quality assurance activities and creating audit reports; 
• Making recommendations for improvement; 
• Creating training materials and operating manuals;
• Managing a team of 40 agents.

Customer Support Agent
May 2021 - Mar 2022 · 11 months

• Maintaining a positive, empathetic, and professional attitude toward customers at all times;
• Responding promptly to customer inquiries;
• Acknowledging and resolving customer complaints;
• Processing orders, forms, applications, and requests.
• Communicating and coordinating with colleagues as necessary;
• Providing feedback on the efficiency of the customer service process; 
• Managing a team of junior customer service representatives; 
• Ensure customer satisfaction and provide professional customer support.

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NDA 
Customer Support Specialist
Full-time

Sep 2020 - Apr 2021 · 8 months
Kyiv City, Ukraine · Hybrid

• Working cooperatively with the team of customer support specialists and other departments answering clients' inquiries in a timely and accurate way over the phone, email and live chat;
• Working on retaining customers by means of finding the best individual approach to meet clients' expectations following the company's procedures and policies; 
• Identifying customer needs and assisting customers to use specific features;
• Updating internal databases with information about technical issues and useful discussions with customers;
• Sharing feature requests and effective workarounds with team members;
• Following up with customers to ensure their technical issues are resolved.