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.
What We Look For In You
A diploma in finance, customer service, or a related field.
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 Spanish.
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.
Nice To Haves
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.
