Customer Support Representative
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Job Description
Customer Support Representative ensuring customer satisfaction through outstanding support experiences at Wirex. Building knowledge bases and rapport within the crypto ecosystem.
Responsibilities:
- Identify and assess customers’ needs to achieve satisfaction
- Answer clients' questions promptly and effectively, guiding them through issue resolution with a focus on delivering outstanding customer experiences
- Provide accurate, valid, and complete information by using the right methods/tools available to you
- Actively participate in building Wirex's multi-language knowledge base and community, contributing to the enhancement of support resources and collaboration among users
- Be prepared to collect valuable feedback from customers, translating their insights into actionable suggestions for product improvement
- Build sustainable relationships and trust with customers through open and interactive communication
- Identify and escalate bugs or issues reported by customers
- Proactively communicate with customers to gather feedback, identify improvement opportunities, and convey updates on issue resolutions
- Providing high-quality support within defined SLA timeframes
- Meet personal/customer support team targets and Key Performance Indicators (KPI’s)
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
Requirements:
- Customer support experience with expertise in multi-chat handling
- Advanced English (spoken and written)
- Fast learner, able to handle complex information
- Flexible, adaptable, and comfortable in a changing environment
- Strong communication, interpersonal, and problem-solving skills
- Well-organized, detail-oriented, and able to multitask and work under pressure
- Customer-focused mindset
- Nice to have: Experience with Zendesk / Freshdesk and Atlassian tools
- Interest in blockchain technologies and the crypto ecosystem
Benefits:
- Generous leave + Public Holidays
- Paid Charity Day
- Flexible working hours and remote working
- Company-provided equipment
- Annual training and development budget
- Extensive opportunity to grow your career at an innovative FinTech
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