VIP Customer Experience Associate

Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

What you will do:

• Manage daily customer operations such as account issue analysis, transaction processing, incident reporting, issue escalation, etc. 
• Work closely with cross-functional departments in providing resolutions and recommendations for customer issues.
• Handle daily customer concerns with detailed, polite, and empathetic communication to ensure customer retention.
• Perform other related duties, and ad-hoc tasks as they may be required from time to time
• Prepare weekly and monthly reports that track the team’s overall performance and identify pain points that can be improved.
• Studying new product descriptions and communicating these with VIP clients
• Plan and implement strategies to provide excellent customer experience.
• Maintains segmentation of VIPs and provides campaigns for each VIP Segment 

What we expect from you:

• Bachelor’s degree in any field 
• Strong analytical skills and knowledge of Google Suite programs
• Strong verbal and written communication skills in both English and Filipino
• Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
• Thinks fast under pressure and solves problems on the go without being overwhelmed
• Meticulous, detail-oriented, and able to work quickly with minimal supervision
• Has a track record for getting things done - drive, ownership, and execution are at the core of our culture
• Technical and Customer service experience in any industry is a plus but not required
• Amenable to night shift schedule

Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.