Cryptocurrency CX Associate

hace 1 semana

Bogotá, Bogotá D.E., Colombia Hire Horatio CX A tiempo completo
We are seeking a proactive and adaptable Customer Service Representative to join our growing team. In this role, you'll provide exceptional support across multiple communication channels—including phone, chat, and email—while assisting users with their inquiries related to our products and services.

A foundational understanding of cryptocurrencies and blockchain technology is essential to deliver accurate, timely, and empathetic support.

Key Responsibilities:
  • Respond to customer inquiries via calls, live chat, and email in a prompt, courteous, and solution-oriented manner. 
  • Troubleshoot and resolve user issues related to account access, transactions, wallet use, or general crypto-related concerns.
  • Provide clear and user-friendly explanations about our platform, products, and blockchain/crypto processes.
  • Document all customer interactions and feedback accurately in the CRM system.
  • Escalate complex or unresolved issues to the appropriate internal teams following established procedures.
  • Maintain up-to-date knowledge of platform changes, crypto basics, and industry best practices.
  • Contribute to team performance metrics such as response time, resolution time, and customer satisfaction.
Qualifications:
  • Strong written and verbal communication skills in English.
  • 1–2 years of experience in a customer service or technical support role, preferably in a fast-paced environment.
  • Comfortable managing multiple conversations or requests simultaneously across various channels.
  • Basic understanding of cryptocurrencies, wallets, blockchain, and related terminology (it's a must).
  • Ability to remain calm under pressure and handle sensitive or escalated situations with professionalism.
  • Experience with CRM systems, helpdesk tools, or ticketing platforms (e.g., Zendesk, Pylon, Intercom) is a plus. 
  • A customer-first mindset, with strong problem-solving skills and attention to detail.
This is an on-site role based in Bogota.

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