Customer Experience Associate (PH)

Customer Service
Capital Region, Iceland
Posted on Friday, March 17, 2023
Join the Pioneer Crypto Brand in the Philippines!
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

What you'll do

  • Provide quality customer experience by ensuring each customer interaction is treated with excellent responses and assistance regarding their account and transactions
  • Monitor and analyze customer issues and concerns to implement strategies towards improving overall customer experience
  • Be the first line of defense in ensuring the consumer protection guidelines are adhered to
  • Maintain a culture of compliance and security to ensure BSP rules and regulations are followed in every customer interaction
  • Work closely with the development, marketing, and compliance teams in improving the product and providing solutions to increase our service and process efficiency

What we expect from you

  • Bachelor's degree in Management, Finance, Business, or equivalent
  • Excellent English communication skills in both verbal and written form
  • Strong planning and analytical skills
  • Self-motivated and highly-focused without needing close supervision
  • Highly trustworthy and extremely organized
  • Strong attention to detail and ability to accurately process document validation
  • Flexible and able to adapt to a fast-paced environment
  • Passionate about building a company from the ground up and creating lasting relationships with customers
  • Experienced in handling customer inquiries via multiple channels (i.e. phone support, emails and chat)
  • Amenable to work in a shifting schedule - morning, afternoon and graveyard shifts
  • Social Media handling experience is a plus
  • Zendesk and Google Suites proficiency is a plus
  • Ability to multitask and prioritize urgent tickets and tasks with minimal supervision
Join the Coins Team Now!
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.