Customer Support Associate

About Busha

Busha was established in 2018 as a digital currency exchange platform where consumers and merchants can trade digital currencies such as Bitcoin and Ethereum. Busha has made efforts to be a trusted company in this domain and ensure that our platform is easy to use, accessible and user-friendly. Our focus is to use innovation and efficiency to build an open financial system.

There are a few things we look for across all hires we make at Busha, regardless of role or team. We assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning.

Role: Customer Support Associate

Job Location: Remote

Objective: We are seeking a motivated and experienced Customer Service team member to join our team, as part of our commitment to diversity and inclusion.

The ideal team member will develop and maintain long term relationship with our clients. Your primary goal will be to consistently enhance customer experiences. This role involves tracking all points of customer engagement, addressing all customer queries, and identifying ways to improve our customer service. You will play a crucial role in ensuring that every customer interaction adds value to their experience and interaction.

Responsibilities:

• Improve customer service experience, create engaged customers, and facilitate organic growth
• Develop strategies for increasing customer satisfaction and loyalty
• Develop and implement efficient customer success strategies
• Collect data to clearly understand the needs of the customers
• Align customer experience strategies with marketing initiatives, as well as informing customers of new products, features, and functionalities
• Answer questions customers may have about our products and services
• Provide potential and existing customers with exceptional services
• Listen to customers concerns or complaints and take proactive steps to maintain positive experiences
• Ensure that customers are satisfied with our products and services
• Work with other departments to ensure customer needs are met
• Ensure that customer issues are handled in a timely manner and follow up with them to make sure their issue has been satisfactorily resolved
• Ensure customer satisfaction and provide professional customer support
• Provide introductory information to new customers.
• Review customer feedback and complaints to identify areas for improvement and opportunities for growth.
• Track customer contact information and preferences so that they can be contacted in the future
• Analyse data to identify trends in customer preferences, needs and buying habits so that we can make informed decisions based on those habits
• Maintain a positive, empathetic, and professional attitude toward customers always.

The ideal employee:

• Great multitasking ability.
• Ability to handle high voume of live chats
• Familiar with Customer Relationship Management Platforms
• Patience and empathy
• A passion for customer satisfaction
• Ability to work effectively with cross-functional teams.
• A team player with excellent communication skills

Nice to haves:

• Knowledge of the crypto industry

What We Offer;

• Progressive remote work policy
• Competitive salary
• Learning and development plan
• Health insurance & pension
• Work tools and gadget that works for you
• Collaborative and inclusive culture