Customer Service Representative (Night Shift)

We are looking for a highly motivated Customer Service Representative to join our fast-growing cryptocurrency platform. In this role, you will be responsible for providing excellent customer support, ensuring inquiries are handled promptly, and working closely with internal teams to resolve issues efficiently while delivering a seamless user experience.

Responsibilities:

• Respond to customer inquiries: Answer tickets and emails, via Zendesk.
• Resolve technical issues: Troubleshoot and resolve technical problems, such as login issues, and wallet-related concerns.
• Provide transaction support: Assist with deposit/withdrawal issues, transaction status, and blockchain-related queries.
• Address security concerns: Handle account security issues, 2FA, and password recovery.
• Stay updated on crypto market trends, exchange policies, and product offerings.
• Collaborate with internal teams from other dept. to resolve complex issues.
• Meet performance metrics: Achieve targets for response time, resolution rate, and customer satisfaction.
• Participate in training (Gmeet): Attend regular training sessions to enhance product knowledge and customer service skills outside working hours.

Requirements:

• Experience: 1+ years of customer support experience, preferably in the crypto or fintech industry.

• Technical skills: Cryptocurrency basics (Blockchain, wallets, transactions), Customer relationship management software (Zendesk)

• Excellent communication and interpersonal skills

• Empathy, patience, and conflict-resolution abilities

• Ability to work under pressure and manage multiple tasks (Tickets and KYC)

• Strong analytical and problem-solving skills

• Language: At least, professional level in English (written and verbal)

Working Hours:

• Willingness to work night shifts from 12AM - 8AM WIB (No Rotation Shift)
• Rotational Monthly Day-Off Schedule
• National Holiday (optional and will be paid as overtime)

Nice-to-Have

Crypto industry knowledge: Familiarity with cryptocurrency trading, blockchain technology, and market trends. Willing to work at night-time (00:00-09:00), without no rotation shift. These working hours are permanent.