Customer Support at OneKey

Job Description

Key Responsibilities

• Provide comprehensive support to customers by addressing inquiries related to cryptocurrency transactions, blockchain protocols, and decentralized applications (dApps) within the Web3 ecosystem
• Resolve customer complaints and feedback through empathetic communication and timely action, ensuring satisfaction and retention
• Monitor and track customer service tickets across multiple platforms, prioritizing urgent issues and maintaining detailed records
• Collaborate with technical teams to troubleshoot complex problems, translating technical jargon into user-friendly explanations
• Develop and implement customer service strategies to improve response times, resolution rates, and overall user experience
• Stay updated on industry developments, including new cryptocurrency protocols, regulatory changes, and Web3 innovations
• Conduct regular follow-ups with customers to ensure long-term satisfaction and gather insights for process improvement
• Document all interactions and maintain accurate knowledge bases to support team training and future reference
• Participate in team meetings to share customer feedback and contribute to product development discussions
• Ensure compliance with company policies and data protection regulations while handling sensitive customer information

Job Requirements

• Proven experience in customer service roles within the fintech or blockchain industry (minimum 2 years)
• Deep understanding of cryptocurrency fundamentals, including wallet management, transaction processes, and blockchain architecture
• Excellent communication skills in both written and verbal formats, with the ability to explain complex concepts clearly
• Strong problem-solving abilities and analytical mindset to address technical and non-technical customer issues
• Proficiency in using customer service platforms, ticketing systems, and communication tools (e.g., Zendesk, Slack)
• Ability to work independently and as part of a team, with a collaborative approach to resolving customer challenges
• Knowledge of Web3 technologies such as smart contracts, NFTs, and decentralized finance (DeFi) protocols
• Fluency in English, with additional language skills preferred for global customer interactions
• Customer-centric attitude with a commitment to maintaining high service standards and building trust
• Ability to handle high-pressure situations while maintaining composure and professionalism
• Strong organizational skills to manage multiple tasks simultaneously and meet service level agreements
• Basic understanding of cybersecurity principles to ensure safe handling of customer data and transactions
• Experience with CRM software and data analysis tools to track customer interactions and performance metrics
• Ability to adapt to rapidly evolving technologies and industry trends with continuous learning mindset
• Excellent time management skills to prioritize tasks effectively and meet deadlines consistently