Customer Support Representative

2 weeks ago


Ho Chi Minh City, Vietnam Coinhako Full time

**ABOUT US**

Founded in 2014, Coinhako is a market-leading platform for access to Digital Assets like Bitcoin. Headquartered in Singapore, we specialize in on-and-off ramp services for digital assets with local currencies, and we are present in multiple countries across the Asia Pacific.

Coinhako platform was founded by Singaporean entrepreneurs in Silicon Valley, and we are backed by prominent investors such as Tim Draper, Josh Jones, as well as established venture capital firms such as Boost VC.

We are a group of people who have been inspired by how technology has changed the way people live, work and entertain in the last 2 decades. The boom will go too high, we believe, driven by the sharing economy, and it is Artificial Intelligence.

Our Customer Support Representative is responsible to deliver timely, accurate, and professional customer service to all customers. This position is mainly responsible for: receiving and resolving user inquiries and transaction-related matters, being a contact point between customers and other departments, analyzing and providing the best solutions, and following the escalation process to ensure problems get resolved and issues are addressed at the right level.

**KEY RESPONSIBILITES**
- Verify customer documentation and guide them through the onboarding process.
- Provide accurate, valid, and comprehensive information via ticket system or live chat
- Highlighting processes that can be more customer-centric
- Follow communication procedures, guidelines, and policies
- Support customer liaison, be able to judge and accurately locate customer problems
- Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
- Ability to identify and relay critical issues and bugs that requires immediate attention to the respective teams.
- Documentation of common inquiries, feedback, and complaints.
- Suggest improvements in procedures that will improve efficiency in handling customer experience.
- Other ad-hoc duties assigned.

**REQUIREMENTS**
- Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred.
- Must be available to work for working shifts (7:00 - 15:00, 15:00 - 23:00; 5 days/week, including weekends, holidays, and OT if needed). Training time may happen during office time.
- Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry.
- Bachelor's College degree or equivalent.
- Familiarity with macOS or comparable technology is preferred.
- Excellent verbal and written skills in English.
- Ability to work interdependently with colleagues and is highly self-motivated.
- Proactive and positive with a passion for continually improving customer success function.
- Willingness and open-mindedness to learn in a new environment and domain.
- Proficient in written and customer relation skills to resolve customers' inquiries.
- Ability to demonstrate patience and professionalism when dealing with challenging situations.

**ATTITUDE**
- Contribute to the team culture in a positive manner and customer-central mindset
- High level of honesty and integrity. Proactive and meticulous.
- A sense of responsibility and teamwork spirit
- Ability to work under pressure, strong communication skills, and exceed expectations
- Positive about the crypto industry

**BENEFITS**
- MacBook or high-end laptop for working
- Attractive salary and annual salary review
- Working in a professional, friendly, well-equipped environment both with foreigners and Vietnamese.
- Extensive on job training, you will always have a chance to work with new emerging technologies.
- Full social insurance, health insurance & unemployment insurance according to Vietnam Labor Law.
- 13th month salary.
- PVI Health Care.
- Enjoy diversified activities: Happy Friday, Monthly Team-building, Company trip, Play Game (Board games), Play Sport (Football, Badminton...).



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