Customer Support Representative

Company:

Coinstash is one of Australia's highest-rated cryptocurrency exchanges. Since the inception of the company in 2017, Coinstash has been helping more than 30,000 customers to trade more than $300 million in cryptocurrency.

Going by its slogan ‘built by investors, for investors’, Coinstash aims to provide Australian crypto investors with a seamless, end-to-end crypto investment experience. Our vision is to bridge the gap between traditional finance and the world of crypto.

Overview:

We are seeking a dedicated and empathetic individual to join our team as a Customer Support Representative. In this role, you will be the frontline of our company, providing exceptional support and assistance to our valued customers. The ideal candidate will possess strong communication skills, a passion for helping others, and a commitment to delivering outstanding service.

Responsibilities:

Serve as the first point of contact for customers seeking assistance via email, chat, or other communication channels.

Respond promptly and professionally to customer inquiries, troubleshoot issues, and provide accurate information and solutions.

Guide customers through product usage, troubleshooting steps, and resolution processes, ensuring a positive and seamless experience.

Document all customer interactions, inquiries, and resolutions accurately and thoroughly in the CRM system.

Escalate complex or unresolved issues to the appropriate internal teams for further investigation and resolution.

Proactively identify trends or recurring issues and collaborate with the operations and product teams to implement solutions and improve the overall customer experience.

Provide feedback and suggestions for process improvements, product enhancements, and training needs based on customer interactions and feedback.

Maintain a high level of professionalism, empathy, and patience in all customer interactions, regardless of the situation or circumstances.

The ideal candidate:

High school certificate or equivalent; college diploma/degree preferred.

Prior experience in customer service, support, or a related field is preferred but not required.

Crypto knowledge and prior experience trading on a cryptocurrency exchange preferred.

Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.

Excellent problem-solving skills and the ability to remain calm and composed under pressure.

Empathetic and customer-focused mindset, with a genuine desire to help others and resolve customer issues.

Proficiency in computer skills, including familiarity with CRM systems.

Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of accountability and ownership.

Be based in Brisbane.

This position offers an exciting opportunity to make a meaningful impact on our customers' satisfaction and success. If you are passionate about providing exceptional support and making a positive difference, we invite you to join our team and help us deliver outstanding service to our customers.