Customer Service Representative (English)

Experience in fintech (forex/crypto). 1+ years of online customer support experience. Excellent written and oral English. Excellent interpersonal and communication skills. Ability to manage or navigate stressful situations. Experienced with using customer service software, tools and databases

Respond to customer queries promptly and efficiently through emails, live chat and phone calls. Work together with various departments to address complex problems and escalate issues when necessary. Conduct follow-ups with customers to ensure their concerns are resolved. Perform troubleshooting using different diagnostic techniques. Record and document repetitive issues to contribute to process improvement. Generate pertinent informational materials, including FAQ articles, user manuals, and tutorials. Provide guidance to current and prospective clients regarding the acquisition of additional products and services offered by the company. Identify and execute initiatives to improve the overall customer experience.