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 other departments, analyzing and providing the best solutions, and following the escalation process to ensure problems get resolved and issues are addressed at the right level.
We are looking for a User Operation Specialist to join our User Ops Team!
What you'll be doing:
Verify customer documentation and guide them through the onboarding process.
Follow communication procedures, guidelines, and policies.
Support customer liaison, be able to judge and accurately locate customer problems.
Manage complaints, log complaints, provide proper solutions and options within the time limits; follow up to secure resolution.
Ability to identify and relay critical issues and bugs that require immediate attention to the respective teams.
Suggest improvements in procedures that will improve efficiency in handling customer experience.
Prepare a weekly ticket report and technical issues report.
Other ad-hoc duties assigned.
What we're looking for:
Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance/Trading domain preferred.
Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry.
Bachelor's College degree or equivalent
Must be available to work shifts if required. Early shift: 7:00 A.M - 3:00PM. Night shift: 3:00 P.M - 11:00 P.M. (5 days/week, including weekends, holidays, and OT if needed).
Excellent verbal and written skills in English
Meticulous to details and transaction issues. Technology savvy in dealing with cloud-based platforms.
Able to perform well under pressure, with strong communication skills, teamwork skills and the ability to work independently when needed
Proactive and positive with a passion for continually improving customer success function.
Willingness and open-mindedness to learn in a new environment and domain.
Proficient in written and customer relation skills to resolve customers’ inquiries.
Ability to demonstrate patience and professionalism when dealing with challenging situations.
Contribute to the team culture in a positive manner and customer-central mindset
High level of honesty and integrity. Proactive and meticulous.
What’s in it for you:
Full social insurance, health insurance & unemployment insurance according to Vietnam Labor Law.
PVI Healthcare and 13th month salary
Working in a professional, friendly, well-equipped environment both with foreigners and Vietnamese.
Extensive on job training, you will always have a chance to work with new emerging technologies.
Vibrant office with a well-stocked pantry
Find out more about Coinhako here https://www.coinhako.com/ and don't forget to visit our Careers Page https://www.coinhako.com/join-us
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