Summary

Role Summary

As a Client Service Agent at VALR, you will play a pivotal role in ensuring exceptional customer satisfaction and retention. Your primary objective is to provide timely and effective support to our diverse clientele, addressing inquiries, resolving issues, and enhancing their overall trading experience.

Duties/Responsibilities

1. Take ownership of customer queries and tickets allocated, resolving these while also drawing on technical support or assistance from outside of the Client Service team.
2. Comply with service level agreements by providing quality solutions and resolving all customer queries within 4 hours.
3. Assist customers with information updates on VALR's platform, unblocking accounts due to system protocols, onboarding queries, basic transaction and trading queries, and supporting clients who have been scammed.
4. Escalate more complex queries while maintaining full ownership of the query.
5. Ensure that queries are dealt with in an understandable manner using simple language.
6. Additional activities in this role include:
7. Make recommendations for improvements in customer support systems and processes.
8. Assist the team as and when required, fostering a collaborative work environment.
9. Train others within the team to enhance overall efficiency and skill development.
10. Upskill oneself by actively seeking opportunities for learning and development.
11. Offer assistance and gain exposure in various areas of interest within the business.
12. Participate in projects aimed at improving customer support and overall business operations.
13. Conduct Customer Success Quality Assurance to ensure service excellence.
14. Monitor and respond to Appstore reviews to address customer feedback and improve user experience.

Requirements

1. Proven experience in a customer service role, preferably in the financial or cryptocurrency industry.
2. Strong communication skills with proficiency in written and verbal English (additional languages are a plus).
3. Excellent problem-solving abilities with a keen attention to detail.
4. Ability to multitask and prioritise tasks in a fast-paced environment.
5. Knowledge of cryptocurrency markets, blockchain technology, and trading platforms.
6. Understanding of regulatory requirements and commitment to compliance.
7. Empathy and patience in dealing with diverse client needs and concerns.
8. Ability to simplify technicalities involved in the VALR crypto products and services
9. The ability to independently prioritise tasks and effectively manage time in a fast-paced environment.

Benefits

1. Innovative Work Environment
2. Engage with the latest blockchain technologies and tools in a rapidly evolving industry.
3. Work from anywhere with secure, stable internet connectivity, allowing you to create your ideal workspace.
4. Career Development
5. Benefit from an annual professional development allowance alongside scheduled company training sessions to keep you at the forefront of the crypto industry.
6. Competitive Compensation
7. Competitive salaries that align with industry standards.
8. When you contribute to our success, you’ll be rewarded with discretionary bonuses, recognising your impact on VALR’s growth.
9. Diversity and Inclusion
10. A commitment to fostering a diverse workforce with initiatives that promote equity and belonging.
11. Wellness
12. Employees are encouraged to strive for coherent and wholesome lives, fulfilling their work, personal, social, physical and spiritual goals to the best of their abilities.
13. Compliance with statutory leave required by individual countries, in addition to flexible leave options.
14. Impact and Contribution
15. At VALR, we believe in a financial system that recognises the oneness of humanity. Our mission is to break down financial barriers and promote universal values of courage, ethical integrity, and the intrinsic worth of every individual.
16. Engage in initiatives that promote education and awareness about cryptocurrencies, ensuring that everyone has the tools and knowledge to participate in the evolving financial landscape.
17. Dynamic Team Culture
18. Open communication and teamwork across departments, fostering innovation and creativity.
19. Enjoy social gatherings outside of work to strengthen team bonds and boost morale.
20. Global Exposure
21. Work with colleagues from around the world.
22. Exposure to diverse perspectives and practices in the crypto space.
23. Recognition and Rewards
24. Regular acknowledgement of employee accomplishments, fostering a culture of appreciation and motivation.
25. Join us for retreats that blend professional development with team bonding in inspiring locations.
26. Tools for Success
27. Receive a Mac laptop and a discretionary allowance to purchase all the extras needed for a productive home office—yours to keep after three years (terms and conditions apply).

Skills

• Client Servicing
• Cryptocurrency