Customer Support Officer – Part-Time Remote Job

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Some of your key responsibilities in this role will include:

📍Delivering top-tier customer service across various channels, including live chat, emails, and phone interactions.

📍Establishing strong rapport with both new and existing customers, positioning yourself as a trusted advisor.

📍Provide personalised assistance to high-value clients by prioritising the resolution of their issues and concerns.

📍Efficiently manage your time by handling an average of 20 customer inquiries per hour whilst maintaining quality support.

📍Collaborating with customers and colleagues to gather information and promptly resolve customer issues, striving for first point-of-contact resolution.

📍Methodically troubleshooting, investigating, and solving unique customer inquiries, while clearly documenting everything in our CRM system.

📍Ability to handle and deescalate difficult customers or high-pressure situations while maintaining professionalism and empathy.

📍Assisting the Compliance Team by addressing incomplete verifications and facilitating KYC processes to onboard new users.

To ensure success in this role, you should possess:

📍A strong background in cryptocurrency, including:

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📍A minimum of 3 years hands-on cryptocurrency expertise either through personal investing or from direct work experience
📍Proficient use of block explorers to diagnose and resolve transfer issues.
📍Practical experience and a thorough understanding of different cryptocurrency networks, along with operating various hot and cold wallets.
📍Familiarity and capability across various local and international cryptocurrency exchanges.
📍An understanding of trading and derivatives markets.
📍Willingness to stay updated on industry trends, new cryptocurrencies, and changes in regulations.
📍Previous experience in customer support, preferably using platforms like Intercom or Zendesk.
📍Exceptional communication skills, both written and verbal.
📍The ability to explain complex concepts clearly and concisely to users with varying levels of expertise.
📍Able to thrive in a dynamic work setting by readily adapting to changes.
📍Collaborative skills to work with other teams within the company, such as development or compliance teams, in addressing and flagging complex issues

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