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XREX
Customer Success Representative
at XREX
22 days ago | 197 views | 3 applications

Customer Success Representative

Full-time
Taipei

About the company

XREX is a blockchain-enabled financial institution working with banks, regulators, and users to redefine banking together. We provide enterprise-grade banking services to small to medium-sized businesses (SMBs) in or dealing with emerging markets, and novice-friendly financial services to individuals worldwide. Founded in 2018 and operating globally under multiple licenses, XREX offers a full suite of services such as digital asset custody, wallet, cross-border payment, fiat-crypto conversion, cryptocurrency exchange, asset management, and fiat currency on-off ramps. Sharing the social responsibility of financial inclusion, XREX leverages blockchain technologies to further financial participation, access, and education

Job Summary

Responsibilities

📍Provide high quality customer service by answering customer inquiries efficiently and politely with correct and complete information and redirect them where appropriate 📍Provide first level support for all technical and functional queries related to website and mobile application 📍Migrate customers to Alternative Distribution Channels including website and mobile application 📍Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate 📍Continuously learn to keep up-to-date with changes and developments to services and procedures 📍Maintain confidentiality of the company’s customers and data Adheres to the assigned shift schedule and avoid any late attendance 📍Able to work on night shifts 📍Keep abreast with the latest changes to any of the company’s procedures and new policies 📍Handle sudden rush of inquiries, stressful periods, and customer pressure

Requirements

📍Experience in providing customer service support 📍Proficiency in English 📍Experience with customer service software like Intercom, Zendesk or similar 📍Strong client-facing and communication skills 📍Advanced troubleshooting and multi-tasking skills 📍Should be a team player with an aptitude for customer service 📍The candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information 📍Ability to work under pressure 📍Experience in the finance industry is a plus

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