Customer Service Representative

ABOUT LOCALCOIN

At Localcoin, we aim to empower our customers to join the crypto economy by helping them buy, sell, and convert digital currencies. In addition to running Canada’s largest Bitcoin ATM network, we offer an expanding product line that makes digital currencies far more accessible for crypto-enthusiasts in their communities.

We believe that the cryptocurrency space is one that rewards passion, creativity, innovation and those willing to challenge the status quo. As a member of our rapidly-growing team, you’ll join a talented, dynamic group of team members who will encourage you to learn, grow and thrive in your career every step of the way. So if you’re a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency and team connectivity, we look forward to hearing from you!

THE ROLE

Our Customer Service team at Localcoin strives to provide our customers with a high-quality experience across all of our products. To continue to achieve our goals, we are looking for a Customer Service Representative to join our growing team. 

As a full-time Customer Service Representative, you will be responsible for handling inbound calls, live online chat and email communications with new and existing customers. 

You will work collaboratively with the Customer Service team and as a liaison between multiple departments including compliance, marketing, sales and operations, to ensure the Localcoin customer voice is heard.

YOUR IMPACT

• Provide high-quality customer support while adhering to internal guidelines and processes 
• Guide and process customer inquiries in a fast-paced and vigorous environment
• Communicate with customers via phone, email, and online chat
• Be the main point of contact for standard and escalated inquiries for our English and French speaking customer base
• Provide knowledgeable answers to questions about Localcoin products
• Work with Localcoin’s internal departments to meet our customer needs
• Help resolve issues as quickly and accurately as possible
• Assist in on-boarding new customers through various Localcoin products and services by completing ‘know your client’ (KYC) reviews
• Collaborate with the Compliance Team to initiate investigations of fraud escalations 
• Collaborate with the Sales & Operations Teams to identify and resolve failed transactions cases
• Collaborate with cross functional teams on projects to improve processes by ensuring inclusion of the customer experience

THIS IS YOU

• A passion for ensuring an outstanding customer experience  
• A minimum of 1-2 year of relevant work experience in a customer service, sales support, tech product support or similar function
• Strong communication skills both verbal and written 
• Excellent collaboration skills to work within a team to accomplish goals
• Experience handling escalated customer service requests and inquiries
• High attention to detail and the ability stay organized 
• Ability to efficiently multitask in a fast-paced dynamic environment
• Experience working with CRM systems like Zendesk or Freshdesk, and live chat bots is considered a strong asset 
• Ability to navigate Microsoft and Google suite of products for example Excel and Sheets
• Tech-savvy with a passion for learning new technology
• Interested in cryptocurrency and blockchain - we can train you on everything you need to know!  

THIS IS NICE

• Bilingual in English and French; both verbal and written, is considered an asset

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us! 

Health & Wellness Benefits

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs. 

Events and Socials

When you join our team, you’ll enjoy everything from company-wide teaching and training days, industry events, monthly team social events and much more! 

Employee Discounts 

All of our team members enjoy exclusive employee discounts at all of our cryptocurrency ATMs across Canada. 

Localcoin is proud to be an equal opportunity employer and is committed to fostering a diverse and inclusive workplace where all individuals have an opportunity to succeed. If you require accommodation at any stage throughout the recruitment process, please notify your recruiter.