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CRM Cryptocurrency Specialist (night shifts) w/ fluent level of English

Location:
Barcelona
Key languages:
Fluent level of English (C1)
Sector:
Customer Service & Technical Support
An up and coming Fintech company is looking for a keen Customer Relationship & Support Manager to join our expert team with the goal of growing our business.
You will have the opportunity to work in a global Fintech providing night coverage as a part of a 24/7 service, reporting to the Head of Global CRM. You will also be a member of a distributed and fast-growing teams as it defines its own functions and modus operandi, to best lead our platform along the critical path. YOU can make a huge impact and have real ownership of the work you do. 

Main Responsibilities

  • An on-shift basis to handle the night time shift (00:00 AM to 09:00 AM or 20:00 PM to 05:00 AM)
  • Answer chat and emails and a reduced amount of phone calls in the future. 
  • Handle customer inquiries both telephonically and by chat. 
  • Research required information using the available resources.
  • Track all the interaction according to available Tags and Ticketing Tools.
  • Process tickets according to scripts where available and ensure complete life cycle. 
  • Manage, resolve and follow up customer calls and complaints.
  • Provide customers with product and service information.
  • Update existing customer information or enter new customer information into CMS if needed.
  • Update existing customer information. 
  • Process orders, forms, and applications.
  • Identify and escalate priority issues.
  • Route calls to the appropriate resource.
  • Follow up customer calls where necessary. 
  • Document all call information according to standard operating procedures.
  • Complete call logs. 
  • Produce require reports.
  • Help to constantly improve processes and tools.

Core Skills/experience

Hard skills 
  • Bachelor's degree or equivalent university studies
  • Proficient in relevant computer applications
  • Language proficiency. C1 English level.
  • Knowledge of customer service principles and practices
  • Knowledge of contact center chat/telephony and technology
  • Experience in a customer service environment
  • Knowledge of administration and clerical processes.
  • Good data entry and typing skills
  • Previous experience in e-banking and trading is a plus
Soft skills
  • You can adaptly complete customer service orientation and be inventive 
  • You have a high degree of professionalism, problem analysis and problem solving 
  • You are customer oriented with good listening and organizational skills
  • You pay attention to details 
  • You are good at verbal and written communication skills 
  • You are good at judgement and adaptability 
  • You are a good team player 
  • You are stress tolerance and resilience

What’s on offer

 
  • Possibility to work on a fast-moving, innovative and international environment, dealing with all kind of different countries and cultures.
  • Competitive base salary.
  • Great location in Barcelona.
  • 23 holidays.
  • Eventually a permanent contract.

What will you learn?

  • How to engage with people over chat and email.
  • How to perform in a very dynamic and vibrant customer service team.
  • Deal with a high-performance environment.
  • You will get an insight into one of today's leading Fintech companies.
  • In-depth training in Fintech, customer service and tools. 

Our recruitment process

  • Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process.
  • Step 2: Face-to-face interview with the company’s Hiring Manager.

Don’t be shy! Just ask your recruiter!

Amber Roelse:
Trainee Recruitment Consultant

Key languages:
Dutch & English
+34 931 222 232
Want to know more about Amber? Click here!

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