User Operation

User Operation (Customer Support Representative)
at Coinhako (View all jobs)
Ho Chi Minh City, Ho Chi Minh City, Vietnam

ABOUT US

Founded in 2014, Coinhako is a market-leading platform for access to Digital Assets like Bitcoin. Headquartered in Singapore, we specialize in on-and-off ramp services for digital assets with local currencies, and we are present in multiple countries across the Asia Pacific.

Coinhako platform was founded by Singaporean entrepreneurs in Silicon Valley, and we are backed by prominent investors such as Tim Draper, Josh Jones, as well as established venture capital firms such as Boost VC.

We are a group of people who have been inspired by how technology has changed the way people live, work and entertain in the last 2 decades. The boom will go too high, we believe, driven by the sharing economy, and it is Artificial Intelligence.

Our Customer Support Representative is responsible to deliver timely, accurate, and professional customer service to all customers. This position is mainly responsible for: receiving and resolving user inquiries and transaction-related matters, being a contact point between customers and other departments, analyzing and providing the best solutions, and following the escalation process to ensure problems get resolved and issues are addressed at the right level.

KEY RESPONSIBILITES

Verify customer documentation and guide them through the onboarding process.
Provide accurate, valid, and comprehensive information via ticket system or live chat
Highlighting processes that can be more customer-centric
Follow communication procedures, guidelines, and policies
Support customer liaison, be able to judge and accurately locate customer problems
Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
Ability to identify and relay critical issues and bugs that requires immediate attention to the respective teams.
Documentation of common inquiries, feedback, and complaints.
Suggest improvements in procedures that will improve efficiency in handling customer experience.
Other ad-hoc duties assigned.

**REQUIREMENTS**:
Must be available to work for night shift (from 11:00 P.M to 7:00 A.M, 5 days/week, including weekends, holidays, and OT if needed). Training time may happen during office time.
Minimum 2-year experience in customer service, preferably in the finance or E-commerce industry
Bachelor's College degree or equivalent
Familiarity with macOS or comparable technology is preferred
Excellent verbal and written skills in English
Ability to work interdependently with colleagues and is highly self-motivated.
Proactive and positive with a passion for continually improving customer success function.
Willingness and open-mindedness to learn in a new environment and domain.
Proficient in written and customer relation skills to resolve customers’ inquiries.
Ability to demonstrate patience and professionalism when dealing with challenging situations.

ATTITUDE

Contribute to the team culture in a positive manner and customer-central mindset
High level of honesty and integrity. Proactive and meticulous.
A sense of responsibility and teamwork spirit
Ability to work under pressure, strong communication skills, and exceed expectations
Positive about the crypto industry

**BENEFITS**:
Being a part of Coinhako you will experience a youthful, flexible and creative work environment

MacBook or high-end laptop for working
Attractive salary and OT bonus
100% Work from home
**Overnight shift allowance**: 1,000,000 VND/month
**Annual leave**: 19++ days
- Required

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This job requires working 5 night shifts per week (from 11:00 pm to 7:00 am). Are you okay with this? *
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