Job Description

About the role:

• Handle users and customer's suggestions, enquiries, requests and potentially complaints received via various channels including but not limited to emails, live chat, and social media with the utmost care and in the most efficient manner.
• Take ownership and a proactive approach to resolve cases and complaints.
• Provide users and customers' feedback, working closely with the Product, Engineering and Operation teams to ensure continuous improvement in product development and user journey.
• Guide users and customers in using the WhaleFin Website and Application, making them comfortable in accessing its features including the Help Centre and FAQs.
• Provide L2 support to our partner(s) in a timely and most helpful manner.
• Strive to meet both the individual and team's KPI targets.
• Collaborate with the Global and In-house service team on special projects or initiatives.
• Proactively working with respective stakeholders to maintain and update the Help Centre and FAQs.
• Support the team with ad-hoc tasks: training and coaching new hires, reporting etc.

Position requirements:

• Fluent in English and Tagalog ; added another language (s) is a plus
• Minimum 1 - 3 years experience in customer service, preferably in Fintech, Finance or E-commerce industry.
• Ability to work on weekends and on shifts.
• Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook, etc.; working knowledge of Zendesk, Intercom or Slack is a plus;
• Possess great customer service and a "can-do" attitude; be the users/customer's advocate to resolve their cases.
• Self-motivated, attention to detail, independent, and fast learner; embrace changes with a positive attitude.
• Possess good teamwork and interpersonal skills; Great with problem-solving and analytical skills.
• Proficiency in MS Office.
• Understanding Cryptocurrency and its mechanics is a plus.

Job Types: Full-time, PermanentSalary: Php20,000.00 - Php25,000.00 per monthBenefits:

• Additional leave
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Representative: 1 year (Preferred)

Language:

• English (Preferred)