Customer Service Representative - (German & English)

About the role

This role focuses on direct customer interaction, primarily through live chat and email. Responsibilities include accurately identifying customer needs, providing comprehensive information, and managing complaints to resolution. The position requires adherence to communication guidelines and a commitment to engaging customers effectively.

The successful candidate will join a global organization that operates with a flat structure, emphasizing user-centric solutions. This environment offers autonomy on projects and opportunities for continuous learning and career growth. The company aims to build an inclusive financial ecosystem using digital assets and blockchain technology.

Success in this position means consistently delivering high customer satisfaction by providing accurate and timely support. It involves effectively handling a large volume of inquiries, managing challenging situations, and contributing to a positive customer experience within a rapidly evolving industry. The role also requires adapting to irregular work hours, including night shifts and weekends.

The annual salary for this position ranges from $103,900 to $204,500 USD.

Skills that matter here

• customer facing experience: The role requires at least one year of direct experience interacting with customers to provide support.
• IT for professional use: Candidates must be proficient in using technology for work and capable of addressing some technical customer questions.
• Exceptional written communication skill: Clear and effective written communication is essential for handling live chats and emails with customers.
• multi-task: The ability to manage multiple customer inquiries simultaneously is crucial for this high-volume role.
• Fluent in English and German: Bilingual proficiency in both German and English is a mandatory requirement for serving a diverse customer base.
• Knowledge of the cryptocurrency/blockchain field: Familiarity with cryptocurrency and blockchain concepts is beneficial for understanding customer queries in this industry.

Who this role suits

• Someone with at least one year of prior customer service experience.
• An individual who is comfortable using technology and can handle basic technical questions.
• A person who thrives in a fast-paced environment and can manage multiple tasks efficiently.
• Someone willing to work flexible hours, including nights and weekends.

From the employer

• Handle high amounts of live chat and incoming emails
• Identify and evaluate customers' needs to deliver satisfaction
• Provide accurate, valid and comprehensive information
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong ability in using IT for professional use and can handle somewhat technical queries from customers
• Exceptional written communication skill and a good listener
• Ability to multi-task, prioritise, and control time effectively
• Knowledge of the cryptocurrency/blockchain field is a big plus
• Multi-lingual capability is a big plus
• Fluent in English and German
• Willing to work weekends and irregular hours which will include night shifts

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)