Customer Support Representative

Coinhako is an innovative digital asset platform committed to providing seamless and secure cryptocurrency services. We are dedicated to building a strong team that thrives on a customer-centric mindset and a collaborative work environment. We aim to offer our employees opportunities for growth, learning, and exposure to cutting-edge technologies within the blockchain and crypto industry.

Introduction

Coinhako is seeking a dedicated and proactive Customer Support Representative to join our team in Ho Chi Minh, Vietnam. In this role, you will be the primary point of contact for our users, delivering timely, accurate, and professional support for all inquiries and transaction-related matters within the dynamic cryptocurrency space. You will play a crucial role in ensuring customer satisfaction and contributing to the continuous improvement of our services.

Responsibilities

• Provide accurate, comprehensive, and timely information to customers via ticket systems and live chat.
• Identify and understand customer problems, managing complaints and offering appropriate solutions within established timeframes.
• Follow up to ensure resolution of customer issues.
• Identify and escalate critical issues and bugs requiring immediate attention to relevant internal teams.
• Adhere to communication procedures, guidelines, and policies.
• Verify customer documentation and guide them through the onboarding process.
• Document common inquiries, feedback, and complaints to inform process improvements.
• Highlight opportunities to enhance customer experience through process and procedure optimizations.
• Perform other ad-hoc duties as assigned.

Requirements

• Must be available to work shifts (5 days/week, including weekends and holidays, with potential overtime).
  • Early Shift: 7:00 A.M - 3:00 P.M.
  • Night Shift: 3:00 P.M - 11:00 P.M.
• Minimum 1 year of experience in customer service, preferably within the finance or E-commerce industry.
• Bachelor's degree or equivalent.
• Excellent verbal and written communication skills in English.
• Ability to work effectively both independently and collaboratively.
• Highly self-motivated, proactive, and positive with a strong passion for improving customer success.
• Willingness and open-mindedness to learn in a new environment and domain.
• Proficient in written communication and customer relations to effectively resolve inquiries.
• Demonstrated patience and professionalism when handling challenging situations.
• High level of honesty, integrity, proactivity, and meticulousness.
• Possess a strong sense of responsibility and teamwork spirit.
• Ability to work under pressure and exceed expectations.
• Passionate about the crypto industry.

Nice to Have

• Familiarity with macOS or comparable technology.
• Understanding and/or experience working in the Cryptocurrency, Blockchain, Fintech, or Finance Trading domain.

Benefits

• MacBook or high-end laptop for work.
• Full coverage of social insurance.
• Premium health care for you and your family members.
• Full 100% salary during the probationary period.
• Work in a professional, friendly, and well-equipped workspace with a diverse team.
• Extensive on-the-job training with opportunities to work with emerging technologies.
• Friendly and fun start-up work culture.

About Company

Coinhako is an innovative digital asset platform committed to providing seamless and secure cryptocurrency services. We are dedicated to building a strong team that thrives on a customer-centric mindset and a collaborative work environment. We aim to offer our employees opportunities for growth, learning, and exposure to cutting-edge technologies within the blockchain and crypto industry.

How to Apply

By submitting your application, you consent to the collection, use, disclosure, and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.