Customer Success Specialist

7 days ago

Cape Town, South Africa Token Metrics Full time

Token Metrics is seeking a Cryptocurrency Customer Support Specialist that excels in meeting cryptocurrency customers' expectations, from answering questions on products and services to processing orders. You should assist in investigating issues that arise and resolving conflict from customer complaints to ensure customer satisfaction.

To be successful as a Customer Support Representative, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Representative should be able to achieve outstanding customer service and communicate effectively with customers.

**Responsibilities**:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Respond to comments and community member queries in a timely manner
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Work with the team to improve the server and community experience, increase engagement and activity
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.
- Assist with other matters relevant to the role, as provided by Token Metrics
- Identify & remove spam, scammers, and inappropriate content from our Discord server

**Requirements**:

- Familiarity with CRM systems Preferably Intercom
- Ability to navigate community management tools Like Telegram, Discord
- Customer orientation and ability to adapt/respond to different types of customers
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively

Token Metrics helps crypto investors build profitable portfolios using artificial intelligence-based crypto indices, rankings, and price predictions.

Token Metrics has a diverse set of customers, from retail investors and traders to crypto fund managers, in more than 50 countries.

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