Customer Care Specialist
AI Summary
A customer-centric Customer Care Specialist champions customer satisfaction by providing exceptional support, gathering feedback, and contributing to a multi-language knowledge base in a remote fintech environment.
About this role
As a leading fintech company at the forefront of blockchain technology, offering innovative solutions for digital currency transactions, our customer experience is pivotal to our ongoing success. We are seeking a customer-centric individual to join our highly skilled Customer Care Team as a Customer Care Specialist.
AboutUs
We’re Wirex, andwe’renotlikeanyoneelse. Why? Becausewealwaysdothingsourway, beforeanyoneelsedoesthem,likecreatingthefirsteverdebitcardthatletsyoupaywith crypto, makingiteasierforordinarypeopletoaccessDeFi-poweredsavings, and settinguptheworld’sfirstcryptocurrencyrewardsscheme.
Ourvisionis a worldinwhicheveryonecanenjoythebenefitsofdigitalcurrency –everythingfromthepowertosendmoneyaroundtheworldnear-instantlywithoutbreakingthebanktobuying, storing, andexchanging 40+ toptokenson a secure, easy-to-useplatformatsomeofthebestratesintheindustry.
We mustbedoingsomethingright, becausemorethan 6 millionpeopleacross 130 countriesarehelpingtochange
theworldbyusing Wirex.
OverallRolePurpose
As a Customer Care Specialist, yourultimateroleistochampioncustomersatisfactionbyproviding exceptionalsupportandexperience, contributingtothedevelopmentofourmulti-languageknowledgebase andcommunity, andactivelyshapingtheimprovementofourproductsthroughcustomerfeedback.
Type ofCooperation: B2B Contract.
Location:Fullyremote (EU preferred, nosanctionedcountries).
Work schedule:The role includes morning and evening shifts distributed across 5 days per week, not limited to Monday through Friday.
As a teammemberyou'llbeinvolvedin:
— Identifyandassesscustomers’ needstoachievesatisfaction.
— Answerclients' questionspromptlyandeffectively, guidingthemthroughissueresolutionwith a focuson
deliveringoutstandingcustomerexperiences.
— Provideaccurate, validandcompleteinformationbyusingtherightmethods/toolsavailabletoyou.
— ActivelyparticipateinbuildingWirex'smulti-languageknowledgebaseandcommunity, contributingtotheenhancementofsupportresourcesandcollaborationamongusers.
— Be preparedtocollectvaluablefeedbackfromcustomers, translatingtheirinsightsintoactionablesuggestionsforproductimprovement.
— Buildsustainablerelationshipsandtrustwithcustomersthroughopenandinteractivecommunication.
— Identifyandescalatecustomer-reportedbugsorissues.
— Proactivelycommunicatewithcustomerstogatherfeedback, identifyimprovementopportunities, andconvey
updatesonissueresolutions.
— Providinghigh-qualitysupportwithindefined SLA timeframes.
— Meetpersonal/customercareteamtargetsand Key Performance Indicators (KPI’s).
— Followcommunicationprocedures, guidelines, andpolicies.
— Take theextramiletoengagecustomers.
Skillsrequired:
— Customer supportexperiencewithexpertiseinmulti-chathandling.
— Advanced English (spokenandwritten).
— Fast learner, abletohandlecomplexinformation.
— Flexible, adaptable, andcomfortablein a changingenvironment.
— Strongcommunication, interpersonal, andproblem-solvingskills.
— Well-organized, detail-oriented, andabletomultitaskandworkunderpressure.
— Customer-focusedmindset.
Nicetohave:
— Experience withZendesk/FreshdeskandAtlassiantools.
— Interestinblockchaintechnologiesandthecryptoecosystem.
Benefit:
— Premium tariffs for our product.
— Semi-remote work with flexible hours.
— Home office allowance.
— Virtual share options scheme after the probation period.
— Comprehensive medical insurance after the probation period.
— Generous vacation policy: 20 business days.
— Paid sick leave, Birthday, and Anniversary leave.
— Length of Service Holidays.
— Engaging in online events for learning and enjoyment.
— Coworking with all facilities and parking compensation in Wrocław/Kyiv.
NOTE: Benefitsmayvaryfrom region to regionandwilldependuponthelocationyouarehiredin.
