Senior Process Associate Customer Service Representative On site Richardson TX
About The Position
The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team. The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Satisfaction Surveys (CSAT, First Contact Resolution (FCR), Schedule adherence and the likes. Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.
Requirements
- High school diploma, GED or equivalent
- Relevant experience with different channels of support, primarily voice, email and messaging
- Experience in onsite Call Center environment
- Strong interpersonal, analytical, and communication skills; must be fluent in the English language (strong oral and written English language skills)
- Experience working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
- Flexible and adaptable to the evolving needs of a high-growth and fast paced environment and open to shift changes.
- Detail-oriented with strong customer focus
Nice To Haves
- Relevant Experience working in a FinTech/Crypto environment/company
- Strong problem-solving and decision-making abilities
- Ability to multitask, prioritize, and manage time effectively
- Familiarity with customer relationship management (CRM) systems and practices
- Interest in the crypto economy
Responsibilities
- The Customer Support team is the first point of contact for all our customers.
- We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team.
- The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Satisfaction Survey (CSAT), First Contact Resolution (FCR) & transfers.
- Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.
Benefits
- Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
- Make an impact - Drive change for global enterprises and solve business challenges that matter
- Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best - Join 140,000 bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administrative and Support Services
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
