Purpose of the job:
As a Client Service Agent at VALR, you will play a pivotal role in ensuring exceptional customer satisfaction and retention. Your primary objective is to provide timely and effective support to our diverse clientele, addressing inquiries, resolving issues, and enhancing their overall trading experience.
What will you be doing:
- Take ownership of customer queries and tickets allocated, resolving these while also drawing on technical support or assistance from outside of the Client Service team.
- Comply with service level agreements by providing quality solutions and resolving all customer queries within 4 hours.
- Assist customers with information updates on VALR's platform, unblocking accounts due to system protocols, onboarding queries, basic transaction and trading queries, and supporting clients who have been scammed.
- Escalate more complex queries while maintaining full ownership of the query.
- Ensure that queries are dealt with in an understandable manner using simple language.
- Additional activities in this role include:
- Make recommendations for improvements in customer support systems and processes.
- Assist the team as and when required, fostering a collaborative work environment.
- Train others within the team to enhance overall efficiency and skill development.
- Upskill oneself by actively seeking opportunities for learning and development.
- Offer assistance and gain exposure in various areas of interest within the business.
- Participate in projects aimed at improving customer support and overall business operations.
- Conduct Customer Success Quality Assurance to ensure service excellence.
- Monitor and respond to Appstore reviews to address customer feedback and improve user experience.
What we look for in you:
- Proven experience in a customer service role, preferably in the financial or cryptocurrency industry.
- Strong communication skills with proficiency in written and verbal English (additional languages are a plus).
- Excellent problem-solving abilities with a keen attention to detail.
- Ability to multitask and prioritise tasks in a fast-paced environment.
- Knowledge of cryptocurrency markets, blockchain technology, and trading platforms.
- Understanding of regulatory requirements and commitment to compliance.
- Empathy and patience in dealing with diverse client needs and concerns.
- Ability to simplify technicalities involved in the VALR crypto products and services
- The ability to independently prioritise tasks and effectively manage time in a fast-paced environment.
What can you expect from VALR:
- Competitive salary: Get paid well to work in an exciting industry.
- Leave: Compliance with statutory leave required by individual countries, in addition to flexible leave.
- Remote work: Work from wherever you like - Employees to ensure that there is secure, stable internet connectivity to effectively work remotely.
- Home office setup: Mac laptop and a discretionary allowance to buy all the extras needed to work happily from home - all of it yours to keep after 3 years. Terms and Conditions will apply.
- Learning fund: An annual upskilling budget of R16,000 per employee, which will be converted to the respective currency of the employee's payment, in addition to scheduled VALR training.
- Performance bonus: When you contribute to VALR’s success, you’ll be rewarded with discretionary bonuses.
- Regular get-togethers outside of work.
- Annual company retreats.
