Remote - Customer Service (Fintech)

About the role

BTSE is a prominent player in the fintech and blockchain space, providing innovative technology and infrastructure to businesses and clients. As a Customer Service professional, you will play a crucial role in delivering high-quality support to both retail and institutional customers, ensuring their needs are met effectively.

In this position, you will interact with customers through multiple communication channels, troubleshoot issues, and collaborate with internal teams to resolve concerns. Success in this role requires strong communication skills, the ability to think independently, and a commitment to providing excellent service.

The salary range for this role is between $120,000 and $200,000.

Who this role suits

• Has a background in customer service or BPO with at least 2 years of experience.
• Possesses strong verbal and written communication skills.
• Demonstrates a positive attitude and good interpersonal skills.
• Is capable of independent problem-solving and service improvement.

From the employer

Duties & Responsibilities:

• Assist customers on the platform by addressing concerns, requests, and queries across various communication channels, including support email, CRM systems, live chat, social media, community forums, and official messaging platforms (e.g., Telegram, WhatsApp, Discord).
• Troubleshoot and coordinate with internal support teams and colleagues to resolve transaction, platform, wallet, and account-related issues efficiently and accurately.
• Handle special tasks that may require additional support for VIPs, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head.
• Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required.
• Perform other tasks and duties to be assigned by Supervisor.

Basic Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement).
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.).
• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members.
• Minimum of 2 years' experience in Customer Service, BPO, or a related client-facing support role.
• Working Knowledge on e-commerce or digital retail industry.
• Willing to work a rotational schedule, including weekends and holidays.
• Willing to work at the office/business site in Manila.

Preferred Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement).
• Proficient in using Customer Service CRM and Live Chat Platform.
• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members.
• With at least 2 years' Customer Service / BPO experience.
• Willing to work in a rotational schedule.
• Willing to work on business sites or at home as needed.
• Experience or knowledge in crypto or digital trading is an advantage.