Customer Support Representative - Night Shift (Crypto Industry)

About the Role

We are seeking a dedicated Customer Support Representative - Night Shift to join our team at Coinhako. In this role, you will deliver timely, accurate, and professional customer service to our clients in the cryptocurrency industry. As a Customer Support Representative, you will be the first point of contact for our customers, addressing their inquiries and transaction-related matters effectively.

What You'll Do

• Provide accurate, comprehensive, and timely information to customers via our ticket system or live chat.
• Identify and understand customer problems, managing complaints and providing proper solutions within time limits.
• Relay critical issues and bugs that require immediate attention to the respective teams.
• Verify customer documentation and guide them through the onboarding process.
• Document common inquiries, feedback, and complaints, highlighting improvements in processes that enhance customer experience.
• Follow communication procedures, guidelines, and policies consistently.
• Perform other ad-hoc duties as assigned.

Requirements

• Must be available to work the night shift (from 11:00 P.M to 7:00 A.M, 5 days/week, including weekends and holidays).
• Minimum 2 years of experience in customer service, preferably in the finance or e-commerce industry.
• Bachelor's degree or equivalent.
• Familiarity with macOS or comparable technology is preferred.
• Excellent verbal and written skills in English.
• Ability to work interdependently and is highly self-motivated.
• Proactive and positive attitude with a passion for improving customer success.
• Understanding and/or experience in the Cryptocurrency/Blockchain/Fintech domain is preferred.

Nice to Have

• Experience in a fast-paced startup environment.
• Knowledge of customer relationship management (CRM) tools.
• Familiarity with ticketing systems.

What We Offer

• MacBook or high-end laptop for work.
• Full coverage of social insurance.
• Premium healthcare for you and your family members.
• Full 100% salary during the probationary period.
• A professional, friendly workspace with both foreigners and Vietnamese.
• Extensive on-the-job training with opportunities to work with new technologies.
• A friendly and fun startup work culture.