User Operation Specialist

1 week ago

Ho Chi Minh City, Vietnam Coinhako Full time

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.

We are looking for a **User Operation Specialist** to join our User Ops Team

**What you'll be doing**:

- 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.

**What we're looking for**:

- Understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred
- Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry
- Bachelor's College degree or equivalent
- Must be available to work shifts if required. Early shift: 7:00 A.M - 3:00PM. Night shift: 3:00 P.M - 11:00 P.M. Overnight shift: 11:00 P.M - 7:00 A.M. 5 days/week, including weekends, holidays, and OT if needed).
- 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.
- 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

**What’s in it for you**:

- Friendly and fun start-up work culture
- Enjoy diversified activities: Monthly Team-building, Company trip, PlayGame (Board games), Play Sport (Football, Badminton...).
- Full social insurance, health insurance & unemployment insurance according to Vietnam Labor Law.
- PVI Healthcare and 13th month salary
- 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.

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