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: 📍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.