Crypto Customer Success Specialist (Nigeria-Remote)
** Customer Support Specialist in Cryptocurrency**
Token Metrics is currently in search of a skilled Cryptocurrency Customer Support Specialist who surpasses the expectations of customers. As a specialist, your main responsibilities will include answering questions about our products and services, addressing customer concerns, and ensuring smooth order processing. It is important that you assist in investigating any issues that arise and handle customer complaints effectively to ensure their satisfaction.
To excel in this role, it is necessary to stay up-to-date with the specifications of our products and services while also maintaining positive relationships with our customers. Ultimately, a successful specialist will provide outstanding customer service and effectively communicate with customers.
Responsibilities:
- Maintain a positive and professional attitude when interacting with customers
- Respond promptly to comments and inquiries from community members
- Communicate with customers through various channels
- Address and resolve customer complaints efficiently
- Have comprehensive knowledge of our products to confidently answer any questions
- Process orders, forms, applications, and requests
- Keep records of customer interactions, transactions, comments, and complaints
- Collaborate with the team to enhance the server and community experience, increase engagement, and activity
- Provide feedback on the effectiveness of the customer service process
- Supervise a team of junior customer service representatives
- Ensure customer satisfaction and deliver professional customer support
- Assist with other tasks relevant to the role as assigned by Token Metrics
- Identify and remove spam, scammers, and inappropriate content from our Discord server
Requirements:
- Familiarity with CRM systems, preferably Intercom
- Ability to navigate community management tools such as Telegram and Discord
- Strong customer orientation and ability to adapt to different customer types
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time efficiently
Token Metrics is a company that supports cryptocurrency investors in constructing profitable portfolios through the use of artificial intelligence-backed crypto indices, rankings, and price predictions. We serve a diverse customer base, including retail investors, traders, and crypto fund managers across more than 50 countries.