CoinJar, a pioneer in Australian fintech and a leader in cryptocurrency worldwide, is seeking a Customer Support Representative. You will be responsible for providing industry-leading support for our products and creating a positive experience for CoinJar customers. Prospective team members will have a customer-centric focus and strong empathy for the customer. This is a full-time role with a hybrid work format between our Melbourne CBD office and your home.
Interviews and start date will be in January 2024.
Responsibilities
- Provide excellent customer service primarily through web-based tickets
- Process customers' financial and identification information in a professional and compliant manner
- Identify and escalate priority issues to relevant teams
- Work collaboratively with other team members to ensure customer issues are resolved to their satisfaction
- Contribute towards CoinJar’s self-service options e.g. internal and external knowledge base articles and status page
- Analyse and determine key issues raised by the client and provide a resolution
- Maintain a high level of customer satisfaction by providing timely and professional responses
- Excellent written communication and interpersonal skills
- High level of empathy for customers and an ability to understand their needs
- Ability to work in a team environment
- Proven ability to operate autonomously and be self-motivated to meet agreed targets
- Attention to detail
- A proactive approach to continuous improvement
- Work From Home days
- Training & Development
- Employee Assistance Programme
