Deskripsi pekerjaan
Handling inbound customer inquiries and providing exceptional support to clients navigating the emerging world of blockchain-based banking services
Tanggung jawab: Handle inbound customer inquiries via phone, email, chat and other communication channels related to Web3 banking services; Provide accurate, timely and professional assistance to customers regarding digital wallet management, cryptocurrency transactions, smart contracts and blockchain-related banking services; Document and log all customer interactions in the customer relationship management (CRM) system with attention to detail and accuracy; Troubleshoot technical issues and escalate complex problems to the appropriate technical or specialist teams; Educate customers on Web3 banking features, security best practices and transaction procedures; Maintain compliance with banking regulations, anti-money laundering (AML) requirements and know-your-customer (KYC) protocols; Identify customer pain points and provide feedback to improve service delivery and product offerings; Achieve individual and team performance targets including call handling time, first-call resolution and customer satisfaction metrics; Collaborate with cross-functional teams to resolve customer issues and enhance the overall customer experience; What we're looking for :; Minimum 2-3 years of experience in a customer service or call centre environment, ideally within financial services or fintech; Strong knowledge of blockchain technology, cryptocurrencies, digital wallets and Web3 concepts, or demonstrated willingness to rapidly acquire this knowledge; Excellent communication skills with fluency in Indonesian and English, both written and verbal; Proficiency in using CRM systems and other customer service software platforms; Ability to handle high call volumes whilst maintaining quality and professionalism; Strong problem-solving skills with the ability to think critically and provide solutions to complex customer queries; Customer-focused mindset with genuine passion for delivering exceptional service; Familiarity with banking compliance requirements, AML/KYC procedures and regulatory frameworks; Ability to work in a fast-paced, dynamic environment and adapt to evolving technologies and procedures; Strong organisational and time management skills with the ability to prioritise multiple tasks.
Tanggung jawab
- Handle inbound customer inquiries via phone, email, chat and other communication channels related to Web3 banking services
- Provide accurate, timely and professional assistance to customers regarding digital wallet management, cryptocurrency transactions, smart contracts and blockchain-related banking services
- Document and log all customer interactions in the customer relationship management (CRM) system with attention to detail and accuracy
- Troubleshoot technical issues and escalate complex problems to the appropriate technical or specialist teams
- Educate customers on Web3 banking features, security best practices and transaction procedures
- Maintain compliance with banking regulations, anti-money laundering (AML) requirements and know-your-customer (KYC) protocols
- Identify customer pain points and provide feedback to improve service delivery and product offerings
- Achieve individual and team performance targets including call handling time, first-call resolution and customer satisfaction metrics
- Collaborate with cross-functional teams to resolve customer issues and enhance the overall customer experience
- What we're looking for :
- Minimum 2-3 years of experience in a customer service or call centre environment, ideally within financial services or fintech
- Strong knowledge of blockchain technology, cryptocurrencies, digital wallets and Web3 concepts, or demonstrated willingness to rapidly acquire this knowledge
- Excellent communication skills with fluency in Indonesian and English, both written and verbal
- Proficiency in using CRM systems and other customer service software platforms
- Ability to handle high call volumes whilst maintaining quality and professionalism
- Strong problem-solving skills with the ability to think critically and provide solutions to complex customer queries
- Customer-focused mindset with genuine passion for delivering exceptional service
- Familiarity with banking compliance requirements, AML/KYC procedures and regulatory frameworks
- Ability to work in a fast-paced, dynamic environment and adapt to evolving technologies and procedures
- Strong organisational and time management skills with the ability to prioritise multiple tasks
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi