CoinJar, a pioneer in Australian fintech and a leader in cryptocurrency worldwide, is seeking a Customer Support Representative. You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer. This is a full-time role with a hybrid work format between our Melbourne CBD office and your home.

Responsibilities

• Provide excellent customer service primarily through web-based tickets
• Process customers' financial and identification information in a professional and compliant manner
• Identify and escalate priority issues to relevant teams
• Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
• Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
• Analyse and determine key issues raised by the client and provide a resolution
• Maintain a high level of customer satisfaction by providing timely and professional responses

• 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
• Proven ability to operate autonomously and be self-motivated to meet agreed targets
• Attention to detail
• A proactive approach to continuous improvement

• Work From Home days
• Training & Development
• Employee Assistance Programme