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Wirex · 8 hours ago

Customer Support Representative

United States

Full-time

Remote

Mid Level

Wirex is a leading fintech company at the forefront of blockchain technology, offering innovative solutions for digital currency transactions. They are seeking a customer-centric individual to join their Customer Support Team as a Customer Support Representative, where the main purpose is to champion customer satisfaction and contribute to the development of their knowledge base and product improvements.

AppsBlockchainCryptocurrencyFinancial ServicesFinTechMetaversePersonal Finance

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 customer 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

Qualification

Customer support experienceAdvanced EnglishMulti-chat handlingZendesk/FreshdeskAtlassian toolsFast learnerFlexibleCommunication skillsProblem-solving skillsCustomer-focused mindsetDetail-orientedAdaptable