Customer Support Representative (Crypto)

About The Position

Position: Customer Support Representative (Crypto)

Place of Employment: Dubai

Line Manager: Head of Customer Support (Dubai), Yogita Juneja

Summary Of Role

The Customer Support Representative (Crypto) at C1 supports customers and affiliates (members and entrepreneurs) by providing helpful information, answering questions, responding to complaints, fixing any technical issues, and providing translation support. Youll be at the front line of support for customers and affiliates, and you will help ensure that they are satisfied with the products, services, and features we have at C1.

TASKS & RESPONSIBILITY

• Address all the requests received by emails, tickets and chat and manage various user facing feedback.
• Solve complex customer and affiliates issues when necessary and escalated, being the go-to person on C1 core operations processes when specific issues are escalated.
• Act as the frontline Web3 support, possessing valuable information and serving as a conduit for feature improvements and user interaction.
• Proficiency in blockchain especially in fields related to cryptocurrency, decentralized finance (DeFi), and non-fungible tokens (NFTs).
• Use expertise to build strong, healthy relationships with clients and affiliates, convince them of all the benefits of doing business with the organization, and create an open and accessible communication route for the free flow of information.
• Willingness, aptitude and curiosity to understand the fundamentals of blockchain technologies, crypto wallet and exchange and Liquidity provision is crucial.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, escalate to Team Leader, and Manager if needed,and follow up to ensure resolution.
• Mentor team employees with skills for this role.
• Update our internal databases with information about technical issues and useful discussions with customers (maintaining KDB). Engaging with Manager and Web3 teams to provide valuable feedback.
• Meet or exceed individual assigned KPIs and contribute to achieving organizational objectives.
• Translate the assigned content into the assigned language with qualityand complete it within the target timeline.
• Complete the duties assigned during the company's event and support other departments for the language support needed from time to time.
  
  

Experience / Personal Requirements

• Must be fluent in Chinese
• A bachelors degree minimum and at least 1 to 2 years of professional experience in Web3 Support or similar role facing crypto exchange, institutional traditional finance, blockchain projects is a significant advantage.
• A professional background in the Web3 support.
• Perfect written and oral language skills.
• Excellent communication capabilities, with a good level of empathy and effective listening.
• Service- and quality-oriented.
• A fast problem solver and good computer skills