Cryptocurrency CX Associate
hace 6 días
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.
- 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.
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