Customer Success Advisor
New
American Samoa, Australia, Bangladesh, Bhutan, British Indian Ocean Territory, Brunei Darussalam, Cambodia, China, Christmas Island, Cocos (Keeling) Islands, Fiji, French Polynesia, Guam, Hong Kong, India, Indonesia, Japan, Kiribati, Lao People's Democratic Republic, Macao, Malaysia, Maldives, Marshall Islands, Micronesia, Federated States of, Mongolia, Myanmar, Nauru, Nepal, New Caledonia, New Zealand, Niue, Norfolk Island, Northern Mariana Islands, Pakistan, Palau, Papua New Guinea, Philippines, Pitcairn, Samoa, Singapore, Solomon Islands, South Korea, Sri Lanka, Taiwan, Thailand, Timor-Leste, Tokelau, Tonga, Tuvalu, United States Minor Outlying Islands, Vanuatu, Vietnam, Wallis and FutunaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraCRMCustomer supportConfluenceSlack
Requirements
- 2+ years of previous experience in customer services.
- Proficient level of English.
- Dedicated workspace.
- Reliable internet connection.
- Alignment with Xapo Values-Driven Leadership principles.
- Ability to use Zoom for client interactions with a plain background and smart professional dress code.
- Access to devices meeting minimal technical specifications.
Responsibilities
- Responding to members’ queries regarding our products and services.
- Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers, etc.
- 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 - assisting them from applying for membership until they are fully onboarded.
- Conducting Zoom calls to assist prospective members with the onboarding process.
- Educating prospective members queries regarding our products and services, and conducting Zoom calls when necessary.
- Monitoring of queues in Kustomer to check for prospective members stuck in onboarding process and reaching out to them if necessary.
- Maintaining of dashboard to provide statistical data.
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