Crypto Customer Success Specialist (Hanoi-Remote)
Token Metrics is currently seeking a passionate and dedicated Cryptocurrency Customer Support Specialist who excels in providing exceptional customer service. As a part of our team, you will be responsible for addressing inquiries, resolving issues, and ensuring the satisfaction of our cryptocurrency customers.
Your role will involve investigating and resolving any conflicts arising from customer complaints. It is essential that you maintain a positive and professional attitude at all times while staying informed about our products and services. By maintaining good relationships with customers, you will contribute to achieving outstanding customer service and effective communication with our clients.
Responsibilities
- Maintaining a positive and empathetic attitude towards customers.
- Responding to customer queries and comments promptly.
- Communicating with customers through various channels.
- Resolving customer complaints in a timely manner.
- Developing a comprehensive knowledge of our products to effectively answer questions.
- Processing orders, forms, applications, and customer requests.
- Keeping records of customer interactions, comments, transactions, and complaints.
- Collaborating with the team to improve customer satisfaction and engagement.
- Offering feedback to enhance the efficiency of our customer service process.
- Managing a team of junior customer service representatives as needed.
- Ensuring customer satisfaction by providing professional support.
- Assisting with any other tasks assigned by Token Metrics.
- Identifying and removing spam, scammers, and inappropriate content from our Discord server.
Requirements
- Familiarity with CRM systems, preferably Intercom.
- Proficiency in using community management tools like Telegram and Discord.
- Customer-oriented with the ability to adapt consistently to various customer types.
- Excellent communication and presentation skills.
- Strong multitasking, prioritization, and time management abilities.
Token Metrics employs artificial intelligence-based crypto indices, rankings, and price predictions to help crypto investors build profitable portfolios. We serve a diverse range of customers, including retail investors, traders, and crypto fund managers, across more than 50 countries.