Remote Senior Agent

Summary

Join a world-leading digital asset trading platform to address customer inquiries and problems in real-time. Provide quick responses through live chat and professional, courteous customer service. Follow up on help requests via email communication.

Requirements

• Diploma from college or above, related to any major
• A minimum of 2 years' experience as a social media agent, customer service, or a similar role
• Excellent command of spoken and written English AND Russian
• Ability to work independently in a fast-paced environment
• Willingly to work according to given schedule to support 24x7 operations
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure
• Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making
• Excellent time management: ability to multi-task to solve issue for Customers, while managing time
• Quick learner: ability to ramp up quickly and act on feedback constructively

Responsibilities

• Interact with customers to address their inquiries and problems in real-time
• Quick responses through live chat and professional, courteous customer service are among your duties
• Following up on help requests usually requires email communication as part of your tasks
• Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media
• Liaising with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc
• Maintaining a working knowledge of company products to effectively communicate with customers
• Creating and maintaining strong relationships with company partners and external stakeholders
• Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures

Preferred Qualifications

• Working knowledge of CRM tools, such as Zendesk
• Familiar with crypto/finance-technology industry
• Experience working with teams across global offices and time zones
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA
• Call center customer service-related work experience is preferred

Benefits

• Competitive remuneration package
• Yearly Bonus
• Work remotely
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations