Customer Success Advisor
New
X
Xapo BankFintech / Banking
Asia - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraCustomer serviceCRMConfluenceSlack
Requirements
- 2+ years of previous experience in customer services.
- Experience handling queries via live chat and email.
- Proficient level of English.
- Experience working in the fintech/banking industry.
- Experience with CRMs, Jira, Confluence, and Slack.
- Knowledge of the cryptocurrency environment.
- Dedicated workspace.
- Reliable high-speed internet connection.
- Professional dress code for client-facing calls.
- Alignment with Xapo Values-Driven Leadership principles.
Responsibilities
- Responding to members’ queries regarding our products and services.
- Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers.
- Addressing members in a professional, respectful and friendly manner.
- Taking ownership of members' issues, following up on outstanding requests, and escalating issues when necessary.
- Onboarding of prospective members.
- Conducting Zoom calls to assist prospective members.
- Educating prospective members on products and services.
- Monitoring of queues in Kustomer for onboarding status.
- Maintaining dashboard to provide statistical data.
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