Log In
Sign Up
Description:
Key Responsibilities:
As the frontline of the P2P market, you will handle all inbound inquiries received, and outbound communication is established in the form of chats, emails, and calls. Also you and the team will arbitrate customer disputes professionally
Independently provide accurate information to resolve problems/issues that arise
Continuously educate one’s self with up-to-date and relevant information to support the customer service operations
You will escalate issues to your team leader, managers, and other departments as required
Adhere to the Quality Assurance standards set
Adhere to and comply with the schedule set by the Team Leader
Assist in the preparation of other processes as and when assigned/required by the Team Leader
Display good team working attitude and behavior within the team and other departments in the company
Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
Create a culture and processes which achieve the business goals and objectives with regard to the customer service
Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers
Act as the Voice of the Customer across the organization
Identify and provide feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities
Make sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business
Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized
Requirements
• 1-2 years experience in frontline customer support, preferably in the financial or service industry
• Have the passion and willingness to go above and beyond to solve complex problems while delivering an outstanding customer experience
• Great at multitasking, prioritizing, and managing time effectively.
• Knowledge or interest in blockchain/digital assets/fin-tech industry and being a CheezeeBit P2P user will be an added advantage.
• Ability to work on flexible working hours and shifts (including night shifts, weekends, and Public Holidays), and Willing to work weekends and irregular hours
• Strong ability in using IT for professional use and can handle somewhat technical queries from customers
• Exceptional written communication skills and a good listener
• Knowledge of blockchain, crypto, and P2P payments is a big plus
