**Job Title:** Customer Support Associate
**Company:** Coins.ph
**Location:** Antipolo, Calabarzon, Philippines
**Job Type:** Full-time
**Seniority Level:** Entry Level
**Years of Experience Required:** 1 year
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### **About Coins.ph:**
Coins.ph is an innovative blockchain technology company dedicated to providing seamless financial services to the underbanked and unbanked populations in Southeast Asia. We strive to empower individuals by giving them access to digital financial tools that foster economic growth and independence. Our customer support team plays a crucial role in championing our mission, ensuring we meet and exceed the expectations of our diverse clientele.
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### **Job Summary:**
As a Customer Support Associate at Coins.ph, you will serve as the first point of contact for our customers, addressing inquiries, resolving issues, and providing education on our financial services. We are looking for a passionate and independent individual, driven by a commitment to delivering exceptional customer service. Your role will be essential in managing customer relationships, and you will leverage data to inform your decisions and drive strategic initiatives within the team.
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### **Responsibilities:**
- **Customer Interaction:**
- Respond to customer inquiries via multiple channels, including email, chat, and phone, in a timely and professional manner.
- Provide accurate information regarding Coins.ph's services, products, and promotions to enhance user experience.
- **Issue Resolution:**
- Identify, troubleshoot, and resolve customer issues effectively, ensuring customer satisfaction.
- Escalate complex issues to senior support staff or relevant departments as necessary, while maintaining ownership of the customer's concerns.
- **Documentation and Reporting:**
- Maintain comprehensive records of customer interactions, transactions, feedback, and resolutions.
- Utilize data to track trends, customer sentiment, and product-related issues to provide actionable insights to management.
- **Customer Education:**
- Assist customers in understanding how to use Coins.ph's products and features through tutorials and one-on-one coaching.
- Create and update FAQ documents and user guides to enhance customer self-service options.
- **Team Collaboration:**
- Work closely with cross-functional teams, including Product, Marketing, and Engineering, to relay customer feedback and suggest enhancements to existing services.
- Participate in team meetings and training sessions to continuously improve product knowledge and customer handling skills.
- **Continuous Improvement:**
- Contribute ideas and solutions to improve processes, tools, and team effectiveness.
- Stay abreast of industry trends and developments to provide the best recommendations and support to customers.
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### **Requirements:**
**Education & Experience:**
- Bachelor's degree or equivalent experience in customer service, communication, or a related field.
- Minimum of 1 year of experience in customer support or a similar role, preferably within the tech or finance sectors.
**Personality Traits:**
- **Passionate:** Demonstrates enthusiasm for customer service and a strong desire to help others.
- **Independent:** Capable of working autonomously and effectively managing time and priorities without constant guidance.
**Soft Skills:**
- **Creativity:** Ability to think outside the box to provide unique solutions to customer inquiries and problems.
- **Emotional Intelligence:** Strong interpersonal skills, empathetic listening, and the ability to connect with customers on a personal level.
**Technical Skills:**
- Proficient in using customer support software, CRM systems, and other relevant technology tools.
- Basic knowledge of the cryptocurrency/fintech space is a plus but not required.
**Other Requirements:**
- Open to working flexible hours, including weekends and holidays, as needed in a customer-centric environment.
- A solid command of both written and spoken English; proficiency in Filipino and other regional dialects is a plus.
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### **Benefits:**
- Comprehensive life insurance coverage to ensure peace of mind for you and your loved ones.
- Opportunities for training and professional development to support your career growth.
- Paid Time Off (PTO) to ensure a healthy work-life balance.
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### **Working Environment:**
Coins.ph fosters a data-driven culture that supports teamwork and strategic decision-making. You will be part of a dynamic, fast-paced environment where your contributions are valued and impactful.
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**Deadline to Apply:** ********
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### **Equal Opportunity Statement:**
Coins.ph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.
Join us in revolutionizing financial services in Southeast Asia—apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.