Customer Experience Specialist- Bundle Africa at Binance

Responsibility

• Assisting customers with any issue they experience on the app or website by either handling it yourself or by escalating to the appropriate unit for resolution.
• identifying the root cause of the problem via our back-office platform collaborating with other stakeholders to identify/develop a solution presenting the solution to the customer in a professional & empathic manner following up to ensure the customer is completely satisfied.
• Receiving inbound calls and resolving complaints via emails or in-app and via all available platforms/channels.
• Making outbound follow-up calls to potential or existing customers to complete or reconcile pending transactions.Take ownership of any side task that is assigned to you by your line manager.
• Understand the product/services that Bundle offers so you can guide customers in using our app/website.
• Your shifts will be defined by your line manager but are in accordance with local employment laws (typical 40 hours of work per week etc)Build a relationship with our customers at every interaction in a timely manner, while also maintaining SLAs set by your line manager.
• Become a master of the Customer Experience team’s tools and processes.
• Prepare weekly/monthly Customer Experience reports using a preset template.

Requirement

• You should have a minimum of 2+ years in a similar role or in customer experience or customer service space (experience in a tech start-up or financial industry is preferred but not required).
• Strong communication skills (Excellent command of English and Arabic).You should be able to type fast on a standard computer keyboard without making too many errors.
• An analytical mindset - being a proactive thinker and problem solver is crucial.
• Customer service driven and satisfaction oriented - you put customers first, always.A strong team player and capable of stakeholder management and relationship.
• Be willing to learn about the crypto industry and understand the processes and intricacies of crypto.
• Ability to work in a multi-shift environment that spans across several customer experience agents working 24 x 7 x 365.

Working at Binance

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
• Fast moving, challenging and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Possibility for relocation and international transfers mid-career
• Competitive salary
• Flexible working hours, Casual work attire