Customer Support Representative - Night Shift

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:

1. Provide accurate, comprehensive and timely information to customers via the ticket system or live chat.
2. Ability to identify and understand customer problems.
3. Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution.
4. Ability to identify and relay critical issues and bugs that requires immediate attention to the respective teams.
5. Follow communication procedures, guidelines, and policies..
6. Verify customer documentation and guide them through the onboarding process.
7. Documentation of common inquiries, feedback, and complaints.
8. Highlight improvements in processes and procedures that will enhance customer experience.
9. Other ad-hoc duties assigned.

What we're looking for:

1. 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.
2. Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry.
3. Bachelor's College degree or equivalent.
4. Familiarity with macOS or comparable technology is preferred.
5. Excellent verbal and written skills in English.
6. Ability to work interdependently with colleagues and is highly self-motivated.
7. Proactive and positive with a passion for continually improving customer success function.
8. Willingness and open-mindedness to learn in a new environment and domain.
9. Proficient in written and customer relation skills to resolve customers’ inquiries.
10. Ability to demonstrate patience and professionalism when dealing with challenging situations.
11. Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred

Attitude:

1. Contribute to the team culture in a positive manner and customer-centric mindset
2. High level of honesty and integrity. Proactive and meticulous.
3. A sense of responsibility and teamwork spirit
4. Ability to work under pressure, strong communication skills, and exceed expectations
5. Passionate about the crypto industry