Bilingual Client Support Representative

Coin Cloud, the world's largest full-service DCM (Digital Currency Machine) operator, is looking for a Client Support Representative to assist our clients with technical problems when using our products and services. Client Support Representative's responsibilities include resolving client queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Identifying and assessing clients' needs to achieve satisfaction
• Resolving service problems by clarifying the client's inquiries; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommending potential products or services to management by collecting client information and analyzing client needs
• Managing incoming calls
• Building sustainable relationships of trust through open and interactive communication
• Providing accurate, valid, and complete information by using the right methods/tools
• Handling complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure prompt and effective resolution
• Accurate documentation of client interactions
• Following communication procedures, guidelines, and policies
• Going the extra mile to engage clients
• Resolving client complaints via phone, email, text, chat, or social media
• Greeting clients professionally and identifying the problem(s) or reason(s) for calling
• Acting as the company gatekeeper
• Suggesting solutions to common client issues
• Utilizing computer technology to handle high call volumes
• Working with client support supervisors to ensure proper client support is being delivered
• Responding to client queries in a timely and accurate way, via phone, email, or chat
• Other duties as assigned

Requirements

• High school diploma or equivalent; college degree preferred
• Bilingual (English and any other foreign language) preferred
• Prior experience in a technical client support or helpdesk role preferred
• Intermediate interest or knowledge in Cryptocurrency
• Proven customer support experience
• Ability to type 40+ words per minute
• Comfortable with a wide range of technologies including mobile phone and smart device platforms
• Strong phone contact handling skills and active listening
• Customer-first mindset and ability to adapt/respond to different types of characters
• Excellent verbal and written communication and presentation skills
• Familiarity with our industry is a plus
• Intermediate knowledge of Blockchain/Cryptocurrency

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• Paid Sick Leave
• Short-Term Disability
• Long-Term Disability
• Life/AD&D Insurance
• Accident Insurance
• Tuition Reimbursement

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Coin Cloud and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.