Our Customer Support Representative is responsible to deliver timely, accurate, and professional customer service to all customers. This position is mainly responsible for receiving and resolving user inquiries and transaction-related matters; being a contact point between customers and internal departments; analyzing and providing the best solution and following the escalation process to ensure problems are resolved and issues are addressed at the right level.
What you'll be doing:
- Provide accurate, comprehensive and timely information to customers via the ticket system or live chat.
- Ability to identify and understand customer problems.
- Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution.
- Ability to identify and relay critical issues and bugs that requires immediate attention to the respective teams.
- Follow communication procedures, guidelines, and policies..
- Verify customer documentation and guide them through the onboarding process.
- Documentation of common inquiries, feedback, and complaints.
- Highlight improvements in processes and procedures that will enhance customer experience.
- Other ad-hoc duties assigned.
What we're looking for:
- Must be available to work for night shift (from 11:00 P.M to 7:00 A.M, 5 days/week, including weekends, holidays, and OT if needed). Training time may happen during office time.
- Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry.
- Bachelor's College degree or equivalent.
- Familiarity with macOS or comparable technology is preferred.
- Excellent verbal and written skills in English.
- Ability to work interdependently with colleagues and is highly self-motivated.
- Proactive and positive with a passion for continually improving customer success function.
- Willingness and open-mindedness to learn in a new environment and domain.
- Proficient in written and customer relation skills to resolve customers’ inquiries.
- Ability to demonstrate patience and professionalism when dealing with challenging situations.
- Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred
Attitude:
- Contribute to the team culture in a positive manner and customer-centric mindset
- High level of honesty and integrity. Proactive and meticulous.
- A sense of responsibility and teamwork spirit
- Ability to work under pressure, strong communication skills, and exceed expectations
- Passionate about the crypto industry
What’s in it for you:
- MacBook or high-end laptop for working.
- Full coverage of social insurance.
- Premium health care for you and your family members.
- Full 100% salary during probationary period.
- Working in a professional, friendly, well-equipped workspace with both foreigners and Vietnamese.
- Extensive on job training; will always having chances to work with new emerging technologies.
- Friendly and fun start-up work culture.
Find out more about Coinhako here https://www.coinhako.com/ and don't forget to visit our Careers Page https://www.coinhako.com/join-us
By submitting your application to us, you consent to the collection, use, disclosure and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.
