[Fintech] Sr. Customer Service Officer

Primary task is to provide quality customer support including its multi-currency digital assets exchange and derivatives platform's global users through its available

online communication support channels. Critical tasks include observance of proper Know-Your-Customer (KYC) verification process for corresponding financial transactions in any applicable currency (crypto and/or fiat); timely and appropriate handling of fraud related investigations and chargeback reports in coordination with the Compliance team, among other highly sensitive account related information and managing VIP accountholders, mutual onboarding partners and white label clients' customer support needs.

The Sr. Customer Service Officer may be tasked to handle market specific support channels which may include, but is not limited to, proprietary payment gateway channels with market specific language-based skills and proficiency requirements, among others.

He / She may also, from time to time, be tasked to act as the officer-in-charge when the Business Manager and/or Customer Support Head is unavailable. This task includes management of the customer support teams' day-to-day operations; representing the CS team on relevant discussions, meetings, or any other applicable gatherings where CS participation is required; proper and timely escalation of critical issues; carrying out duly authorized decisions and managing the CS team's daily performance.

• Manage and handle new and existing client on-boarding and identity verification (KYC)needs as applicable
• Assist with exchange platform customer concerns, requests, queries through available communication (support email / CRM system / live chat / social media / community channels / messaging apps (official TG, Whatsapp, Discord etc.)
• Monitor, review, and process merchant payments accurately within the agreed service level as applicable
• Trouble shooting and coordination with internal support and team members to handle transaction related issues
• Coordination with internal support and team members to handle transaction related issues
• Co-manage the team’s daily tasks and performance with the CS Head
• Handle special tasks that may require additional KYC screening for VIP, OTC, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head
• Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required
• Perform other tasks and duties to be assigned by Supervisor

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement)
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)
• Capacity for independent thinking, i.e. for finding ways to & resolve new problems or improving our services on your own and share it with team members
• With at least 2 years Customer Service / BPO experience
• Working Knowledge on computers
• Willing to work in a rotational schedule
• Willing to work from home or at the office/business site as needed
• Bachelor's degree or equivalent is an advantage

• Has Crypto and Fiat Spot/Futures knowledge
• Has identity verification (KYC) experience
• High customer-orientation
• Self-motivated but is a team player and can work under pressure
• Familiar with CRM/CSR flow and system
• At least 2-year CSR related experience (directly communicate with customers)

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