The vacancy is well-structured with clear responsibilities and compensation, but lacks detail on tools and technologies.
Job description
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.
Responsibilities
- 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.
Requirements
- Must be available to work shifts if required. Early shift: 7:00 A.M - 3:00PM. Night shift: 3:00 P.M - 11:00 P.M. (5 days/week, including weekends, holidays, and OT if needed).
- Minimum 1-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.
- 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.
Conditions
- 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.
About Coinhako
Coinhako is Singapore's leading cryptocurrency platform, founded in 2014, providing on-and-off ramp services for digital assets like Bitcoin using local currencies across Asia Pacific. It serves retail, high net worth, and institutional markets with buying, selling, storing, and trading of cryptocurrencies, and holds a Major Payment Institution licence from the Monetary Authority of Singapore.