Customer Service Representative (Fintech)

TL;DR

Customer Service Representative (Fintech): Ensuring customer satisfaction by managing inquiries and resolving issues via email, chat, and phone with an accent on fintech domain expertise (forex/crypto). Focus on troubleshooting complex problems, creating knowledge base materials, and improving the overall customer experience.

Location: Moscow, Russia

Company

hirify.global is a fintech company providing trading services in forex and cryptocurrency.

What you will do

• Respond to customer queries promptly and efficiently through emails, live chat, and phone calls.
• Collaborate with various departments to resolve complex problems and escalate issues when necessary.
• Perform troubleshooting using diagnostic techniques and conduct customer follow-ups.
• Create informational materials, including FAQ articles, user manuals, and tutorials.
• Guide current and prospective clients regarding the acquisition of additional company products and services.
• Identify and execute initiatives to improve the overall customer experience.

Requirements

• Experience in fintech (forex/crypto).
• 2 years of online customer support experience.
• English: Excellent written and oral skills.
• Excellent interpersonal and communication skills.
• Ability to manage and navigate stressful situations.
• Experience using customer service software, tools, and databases.