Job Description
This role is centered around delivering exceptional customer service by addressing user inquiries through multiple channels including Zendesk chat, ticketing system, and social media platforms. The candidate will be responsible for conducting Know Your Customer (KYC) audits and reviewing withdrawal requests to ensure compliance with regulatory standards. Additionally, they will manage case escalation processes by forwarding unresolved issues to the appropriate teams and maintaining follow-up to ensure timely resolution. The position also involves active participation in product training sessions to gain in-depth knowledge of company offerings and internal operational procedures. Regular Quality Assurance (QA) reviews will be conducted to evaluate and enhance soft skills, ensuring the team maintains a professional and consistent service image.
Key Responsibilities
- Provide top-quality customer service care by handling user requests through Zendesk chat, ticketing systems, and social media channels with empathy and efficiency.
- Conduct thorough KYC audits to verify user identities and ensure adherence to anti-money laundering (AML) regulations.
- Review withdrawal requests to confirm eligibility and compliance with company policies, resolving issues promptly.
- Escalate complex cases to relevant departments, track progress, and communicate updates to users to maintain transparency.
- Participate in regular QA reviews to identify areas for improvement in communication, problem-solving, and service delivery.
- Collaborate with cross-functional teams to resolve escalated issues and ensure customer satisfaction.
- Document interactions and maintain accurate records for audit trails and performance tracking.
- Stay updated on regulatory changes and company policy updates to ensure service processes remain compliant and effective.
- Contribute to the development of training materials and share insights to enhance team understanding of products and procedures.
- Monitor customer feedback mechanisms to identify trends and implement improvements in service quality.
Job Requirements
- Excellent communication skills, both written and verbal, to interact effectively with diverse customer groups and internal teams.
- Proficiency in using Zendesk and other ticketing systems for managing customer inquiries and case tracking.
- Strong attention to detail to ensure accuracy in KYC audits and withdrawal reviews, minimizing errors and risks.
- Ability to work under pressure and prioritize tasks efficiently, especially during high-volume periods.
- Basic understanding of financial regulations and compliance processes, with a willingness to learn and adapt.
- Experience in customer service or compliance roles, with a proven track record of resolving issues and maintaining high service standards.
- Collaborative mindset to work closely with teams, share knowledge, and contribute to process improvements.
- Proficiency in English for clear communication, with additional language skills being a plus.
- Strong analytical skills to assess customer needs, identify patterns, and recommend solutions.
- Ability to adapt to changing priorities and workflows while maintaining consistency in service delivery.
- Basic computer skills, including familiarity with CRM tools, spreadsheet software, and email management.
- Commitment to continuous learning and professional development through training programs and QA reviews.
- Positive attitude and customer-centric approach to ensure a seamless user experience and build trust.
- Ability to handle sensitive customer information confidentially and ethically.
- Experience with social media platforms for engaging with customers and managing public inquiries.
