About the Role
As a vital member of our client support team, you will provide exceptional service to our clients through various channels, including live chat and email. You will ensure that all inquiries are handled efficiently and effectively, maintaining high customer satisfaction. With a strong focus on understanding client needs, you will convert feedback into actionable solutions, facilitating smooth frontline operations, and continuously seeking improvements to enhance both individual and team performance. Your role will also involve supervising and coaching team members, analyzing performance data, and collaborating across departments to drive effective communication and project outcomes.
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Responsibilities
- Support clients on all inquiries via live chat or email
- Ensure efficient and excellent customer service experience provided
- Be well equipped with the company's platform/product including keeping abreast of general market conditions
- Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients
- Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management
- Ensure frontline operations are smooth, including flagging out any necessary discrepancies or situational risks to management on time.
- Continuously seek improvement to enhance the team’s performance and work efficiency, including overall work processes
- Support leaders in supervising and managing manpower to ensure sufficient coverage for live chat operations including email, as per business requirements
- Assist in overseeing team performance and ensure all members consistently achieve and maintain high KPIs
- Provide coaching and training to all members, including case sharing for error/incidents prevention
- Monitor team-specific challenges and situations, working proactively to meet team and BU OKRs
- Analyze performance data and prepare detailed reports providing analysis and solutions to problems
- Develop and execute hands-on continuous improvement for the team in terms of performance, manpower, and process enhancement
- Act as a bridge of communications across departments and internal divisions to ensure operations and project collaborations are effective and results-driven
- To be operationally ready by handling live chat and email personally whenever necessary, including standby for emergency outages.
Requirements
- Preferably customer service experience handling external vendors, government agencies, or related regulatory/compliance relations.
- Bachelor’s degree in finance, economics, mathematics, or any related capacity
- Minimum 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities.
- Ideally familiar with frontline operations (Live chat and Email) in fast-paced industries like Financial institutions, Fintech/Banking/Investment/call center environments
- Strong numerical acumen with a keen eye for numbers and statistics is ideal for this position.
- Proficient in English, French, and Creole in communication and writing to liaise with dedicated market counterparts
- A passion for developing knowledge and a long-term career in fintech/crypto trading firms
- Team player, committed and self-driven, with the ability to respond positively to a client's request for assistance
- Able to perform 5 days' rotational shift work, including weekends and public holidays
Why Join Us
At the company, we are committed to fostering a supportive and enriching work environment.
Our benefits include:
- Study Growth Fund: We support your professional development and continuous learning.
- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.
- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
- Internal Mobility: Grow with us – Your long-term development is important to us. We offer internal job opportunities to help build your career path.
