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Customer Support Specialist

3 months ago

Cape Town, South Africa Fivewest OTC Desk Pty Ltd Full time

Fivewest OTC Desk is a dynamic and innovative force in the foreign exchange and crypto markets. The cornerstone of our trading operations is our over-the-counter (OTC) desk, which stands as one of the largest for crypto trading in South Africa.

We are looking for a talented customer support specialist to join our team.

Customer Interaction:

- Provide accurate and detailed information about our products/services.
- Address and resolve customer concerns, issues and inquiries.
- Be the first point of contact for customers or potential customers and correctly assist or delegate the customers to the correct person.
- Assist potential customers or current customers with any profile queries or assist the customer with any queries during the onboarding process.

Problem Resolution:

- Identify and analyse customer issues to provide appropriate solutions.
- Collaborate with other departments to resolve problems and escalate issues as needed.
- Ensure customer satisfaction by going above and beyond to meet their needs.

Documentation:

- Maintain detailed and accurate records of customer interactions and any provided documentation.
- Document common issues or queries and create knowledge based documents for internal use.

Product/Services Knowledge
- Stay informed about products/services and industry trends.
- Have a deep understanding of the company processes and procedures, website and platform to adequately assist customers or potential customers.

Feedback and Improvement:

- Gather customer feedback and communicate insights to the product and development teams.
- Collaborate with cross-functional teams to address customer needs and improve processes.

Qualifications:

- Proven experience in customer support or a related field in the financial space for a minimum of three years.
- Strong understanding of the crypto space.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional in challenging situations.

**Salary**: From R12 000,00 per month

Application Question(s):

- Are you based in Cape Town and are you able to commute readily to Foreshore, Cape Town?
- Do you have a strong understanding of the crypto space?

**Experience**:

- customer support: 2 years (required)

Application Deadline: 2024/03/18