Customer Service Representative

**ABOUT US**

We’re Wirex and we’re not like anyone else. Why? Because we always do things our way, before anyone else does them - like creating the first ever debit card that lets you pay with crypto, making it easier for ordinary people to access DeFi-powered savings and setting up the world’s first cryptocurrency rewards scheme.

Our vision is a world in which everyone can enjoy the benefits of digital currency - everything from the power to send money around the world near-instantly without breaking the bank to buying, storing and exchanging 40+ top tokens on a secure, easy-to-use platform at some of the best rates in the industry.

We must be doing something right, because more than 6 million people across 130 countries are helping to change the world by using Wirex.

Are you part of the digital money movement? Do you want to change the way people think about money, forever? If your skills fit our vision and you want to join a company that’s really going places.

**OVERALL ROLE PURPOSE**

As a leading fintech company at the forefront of blockchain technology, offering innovative solutions for digital currency transactions our customer experience is pivotal to our ongoing success. We are seeking a customer-centric individual to join our highly skilled Customer Support Team as a Customer Support Representative.

As a Customer Support Representative your ultimate role is to champion customer satisfaction by providing exceptional support and experience, contributing to the development of our multi-language knowledge base and community, and actively shaping the improvement of our products through customer feedback.

**We **require** someone who speaks and writes fluent **in **English. We kindly request that all resumes are **submitted** in English please.**

**MAIN RESPONSIBILTIES OF THE ROLE**
- Identify and assess customers’ needs to achieve satisfaction.
- Answer clients' questions promptly and effectively, guiding them through issue resolution with a focus on delivering outstanding customer experiences.
- Provide accurate, valid and complete information by using the right methods/tools available to you.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Actively participate in building Wirex's multi-language knowledge base and community, contributing to the enhancement of support resources and collaboration among users.
- Be prepared to collect valuable feedback from customers, translating their insights into actionable suggestions for product improvement.
- Build sustainable relationships and trust with customer through open and interactive communication.
- Collaborate internationally with the Product Delivery Team to identify and escalate bugs or issues reported by customers.
- Document and track customer interactions and solutions to contribute to the knowledge base.
- Proactively communicate with customers to gather feedback, identify improvement opportunities, and convey updates on issue resolutions.
- Contribute to the development and maintenance of customer support resources, such as FAQs and tutorials as required.
- Meet personal/customer support team targets and Key Performance Indicators (KPI’s).
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

**EXPERIENCE/SKILLS REQUIRED**
- Proven customer support experience or experience as a Client Service Representative.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent level of English - advanced level (both verbal and written).
- Fast learner with the capacity to handle complex information.
- Flexible and adaptable to changing situations.
- Curious and inquisitive personality who is not afraid to ask questions and sharing ideas.
- Highly organised and disciplined with the ability to multi-task, prioritize, manage time effectively.
- Strong attention to detail.
- Able to understand customer's issues, questions and find the best fit solution.
- Capable of working under pressure and handling clients with negative attitude. Strong interpersonal and communication skills.
- Familiar with Zendesk/Freshdesk and Atlassian products (highly desirable).
- Passionate about bitcoins and blockchain technologies (highly desirable).
- We kindly request that all resumes are submitted in English please.

**BENEFITS**
- Enhanced annual leave + Bank Holidays
- Extra days off for your birthday, service anniversary, and special occasions.
- Paid Charity Day
- Flexible working hours and remote working
- Annual Training Allowance
- Extensive opportunity to grow your career at an innovative FinTech