Customer Retention Representative
About The Position
CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash. CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self-custodial cryptocurrency wallet available for iOS and Android devices. CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit www.CoinFlip.tech. We’re seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via WhatsApp and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions.
Requirements
- Strong verbal and written communication skills (English)
- Confident telephone manner and professional WhatsApp communication style
- Customer-focused with a problem-solving mindset
- Strong administrative and organizational skills
- Ability to manage multiple follow-ups efficiently
- Comfortable working with CRM systems, spreadsheets, or internal tracking tools
- Attention to detail and accurate record-keeping
- Ability to work independently and meet follow-up targets
- Basic computer literacy essential
- Minimum typing speed of 30 WPM
- Troubleshooting experience, Microsoft Office familiarity preferred
- Technical Acumen (iOS, Android, etc)
Nice To Haves
- Previous experience in customer service, admin support, sales support, or call center environments preferred
- Experience with online sales or e-commerce environments advantageous
- Relevant Tertiary Qualification preferred
- Relevant CRM experience preferred
- Basic knowledge of cryptocurrency and blockchains
- Experience in a compliance heavy environment
- 1-2 years of previous contact center experience
- CRM Experience (Salesforce, Zendesk, Hubspot, etc.)
- Familiarity with cloud-based call center software (Five9, NICE, InContact, Softphone, etc)
Responsibilities
- Following up on abandoned potential customer registrations via WhatsApp messages and outbound phone calls and assisting customers with a white glove level of service to register in order to transact
- Following up on abandoned and/or uncompleted ATM transactions via WhatsApp messages and outbound phone calls
- Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives
- Engage with potential customers in a professional, friendly, and helpful manner
- Identify and address customer concerns, questions, or objections preventing completion of transactions.
- Provide product information, pricing clarification, and basic support where required
- Accurately update customer interactions and outcomes on the CRM or tracking system
- Escalate complex queries or issues to the relevant sales or support team
- Maintain consistent follow-up schedules to maximize conversion rates
- Ensure all communication aligns with company tone, branding, and customer service standards
- Comply with privacy, data protection, and communication regulations
Benefits
- Competitive salaries
- Performance-based incentives
- Competitive benefits for full-time employees
- Paid training period
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
