Merchant Support Analyst

**BVNK**:
**Merchant Support Analyst**:
**About us**:
BVNK was founded to fill an important gap in the cryptocurrency market. The growth of the crypto market has almost entirely been driven by retail investors and only recently have institutional investors come to the table, however this has led to a huge gap in the market where solutions are designed for small retail investors and large institutions but not the mid-market corporate that wants to take advantage of digital assets.

We've built a banking and payments platform powered by digital assets, designed for global businesses. BVNK allows corporates to send and accept both local and cross border payments, earn high yield on crypto assets held on the platform, and access crypto markets via our trading platform and/or OTC desk.

**About this role in the team**:
We pride ourselves on innovation, creativity and developing within a rapidly expanding industry. Our accelerated growth is driven by our successful product offerings which play an integral role in the adoption of crypto assets.

Due to our expanding business, there is an increased demand for customer query resolution, as well as the management of new client onboarding. This role will form part of the team in Cape Town, and will work closely with the Account Managers, Risk, Operations, Management and other Compliance functions.

**Key Areas of Responsibilities**:

- Manage incoming queries received from global customers and provide prompt support.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Investigate, troubleshoot and solve customer queries in a prompt manner.
- Communicate with customers through multiple channels and platforms.
- Have an extensive knowledge of our products, particularly from a customer perspective.
- Exceed customer expectations by going above and beyond.
- Communicate and coordinate with colleagues as necessary.
- Provide feedback on the efficiency of the customer service process.
- Demonstrate knowledge and use of departmental resources, policies and procedures.
- Use customer service tools in order to provide an accurate response and an exceptional customer experience.
- Escalate customer issues appropriately and correctly.
- Proactively communicate system
- and process-issues, as well as customer feedback trends to management.
- Moderate incoming customer reviews and respond promptly to reviews in order to resolve
- Manage multiple tasks at the same time and work closely with various departments to resolve outstanding issues.
- Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner.
- To review documents and immediately flag any customer as high risk if any discrepancies arise using rights to Onfido.
- Be actively involved with industry news, conferences, and events and thus being a credible ambassador for the business in all dealing with clients

**What we need from you**:

- One year experience in the customer service industry a plus but not essential
- A successful track record for managing relationships and maintaining business relations.
- Experienced in successfully managing multiple projects at the same time
- Desire to learn and gain insight into the crypto industry.
- Bachelor's Degree
- Goal-oriented and results-focused with ability to work under pressure.
- High integrity and exceptional work ethic
- Phenomenal interpersonal communication skills; is confident, dynamic, and assertive
- Demonstrable ability to mentor, coach and develop people
- Problem-Solving Skills. This is the number one skill you need to excel in good customer service
- Empathetic, friendly, communicative.
- Time management.
- Business acumen and product/ service knowledge.

**What you can expect from us**:

- Fair and **competitive salary** at every stage of your growth as a product manager
- **Meaningful ownership** in the business through our employee option scheme
- **Flexible working** hours, with hybrid working at its heart
- A **culture** built on passionate growth minded people
- A **flexible approach to holiday **with 20 days as a standard
- An **open and creative environment** where you can help us define the future of BVNK, it's culture, and it's opportunity sets