Customer Support Representative
CoinJar
Customer Service
Australia
Posted on Tuesday, April 4, 2023
Description
We're looking to expand our Customer Support team! As a Customer Support Representative, you will be responsible for providing industry-leading support via web-based tickets to resolve issues and create a positive experience for CoinJar customers. While knowledge of cryptocurrencies will be an advantage, more importantly, prospective team members will have a customer-centric focus and empathy for the customer. This role is full-time, with the flexibility to work between our Melbourne CBD office and your home.
Responsibilities:
- Increase client satisfaction by providing market-leading customer service and technical support
- Handle customers' sensitive financial and identification information in a professional and compliant manner
- Identify and report Support trends
- Where necessary, escalate tickets in a timely manner to colleagues
- Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
- Participate in training, personal development programs to maintain and continually improve the quality of service provided
- Comply with the systems, procedures, rules, objectives and timescales set by CoinJar and adopt a disciplined approach when undertaking tasks
Requirements
- Excellent written communication and interpersonal skills
- High level of empathy for customers and an ability to understand their needs
- Ability to work in a team environment
- Capable of making independent decisions
- Proven ability to operate autonomously and be self-motivated to meet agreed targets
- Attention to detail
- Ability to analyse and determine key issues raised by the client and provide recommendations
- A proactive approach to continuous improvement
Benefits
- Work From Home days
- Training & Development
- Employee Assistance Programme
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