Attend to all inquiries/issues from global customers through multiple supported channels, eg: email, LiveChat, etc.
Handle customer's complaints and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and stored in the designated location.
Liaise with both internal & external team to handle complaints and feedback related to our products and services, eg: website, platforms, etc.
Maintain up-to-date knowledge about the company's latest products & services as well as the industry's trends to better support customers.
Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.
Job Requirements:
SPM or Diploma or Degree in any related field.
Minimum 1 year of experience related to customer service experience in the banking, financial and/or fintech sector.
Excellent verbal and written in Russian and English language. Multilingual in writing and speaking would be a plus.
Willing to work according to schedule to support 24x7 operations.
Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
Quick learner: Ability to ramp up quickly and act on feedback constructively.
Nice to have:
Working knowledge of CRM tools, such as Zendesk.
Familiar with crypto/finance-technology industry
Experience working with teams across offices and time zones.
