Customer Support Officer

At Swyftx, we are at the forefront of Australia's digital currency industry, with a focus on being the country's most trusted cryptocurrency trading platform. Our team is dedicated to providing exceptional service to our 800,000 users and driving Swyftx towards continued success.

As a Customer Support Officer, you play a crucial role in ensuring our customers feel valued and supported at every stage of their Swyftx experience. You will be instrumental in enhancing customer engagement and satisfaction, contributing to our reputation as a leader in customer service.

This is a hybrid role with 3 days per week in our Milton office.

Key Responsibilities:

• Provide top-tier customer service through various channels, such as live chat, emails, and phone interactions.
• Build strong relationships with customers, both new and existing, to offer personalized assistance and guidance.
• Assist high-value clients promptly and efficiently with issue resolution and support.
• Handle an average of 20 customer inquiries per hour while maintaining quality service.
• Collaborate with customers and colleagues to gather information and address customer issues promptly.
• Troubleshoot and resolve unique customer inquiries methodically, documenting all details accurately.
• Deescalate difficult situations with customers while maintaining professionalism and empathy.
• Support the Compliance Team by addressing verifications and facilitating KYC processes when onboarding new users.

Skills Required:

• Prior experience in customer support, preferably using platforms like Intercom or Zendesk.
• Knowledge or interest in cryptocurrency is preferred, though not essential.
• Excellent written and verbal communication skills.
• Ability to explain complex concepts clearly and concisely to users of varying expertise levels.
• Adaptability to thrive in a dynamic work environment.
• Strong collaboration skills to work effectively with other teams in the company.
• Organizational skills with the ability to multitask and prioritize effectively.

Perks and Benefits:

• Unlimited fee-free trading.
• Opportunities for career growth, training, mentorship, and development.
• Social activities, game breaks, and recognition awards.
• In-house barista, stocked kitchen, breakfast and lunch options, fresh fruit, and snacks.
• Weekly catered lunches.

If you are passionate about making a positive impact and are dedicated to excellence and integrity, then we encourage you to apply. Swyftx values diversity and inclusivity, and we are committed to fostering an inclusive workplace where all team members are respected, empowered, and appreciated for their unique contributions.

Please note that we have an internal Talent Acquisition function and are not engaging with recruitment agencies.