Summary
Join a world-leading digital asset trading platform to address customer inquiries and problems in real-time. Provide quick responses through live chat and professional, courteous customer service. Follow up on help requests via email communication.
Requirements
- Diploma from college or above, related to any major
- A minimum of 2 years' experience as a social media agent, customer service, or a similar role
- Excellent command of spoken and written English AND Russian
- Ability to work independently in a fast-paced environment
- Willingly to work according to given schedule to support 24x7 operations
- Strong people skills: Ability to navigate difficult situations and stay calm under pressure
- Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making
- Excellent time management: ability to multi-task to solve issue for Customers, while managing time
- Quick learner: ability to ramp up quickly and act on feedback constructively
Responsibilities
- Interact with customers to address their inquiries and problems in real-time
- Quick responses through live chat and professional, courteous customer service are among your duties
- Following up on help requests usually requires email communication as part of your tasks
- Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media
- Liaising with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc
- Maintaining a working knowledge of company products to effectively communicate with customers
- Creating and maintaining strong relationships with company partners and external stakeholders
- Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures
Preferred Qualifications
- Working knowledge of CRM tools, such as Zendesk
- Familiar with crypto/finance-technology industry
- Experience working with teams across global offices and time zones
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA
- Call center customer service-related work experience is preferred
Benefits
- Competitive remuneration package
- Yearly Bonus
- Work remotely
- Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
- Employee engagement, recognition and appreciation program
- Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations
