Summary

As a Localized Concierge Customer Call Support, you will provide high-quality, phone-based customer care for the French market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations.

What you’ll do

1. Provide world-class service to Bitpanda’s customers by handling their requests primarily through phone support, but occasionally also via ticketing system and live chat, ensuring timely and professional support that enhances customer satisfaction and loyalty.
2. Align daily with your manager and collaborate to achieve company and team targets through strategic planning, strong communication, and consistent focus on performance metrics.
3. Dive deep into user feedback to identify critical product and feature requests, working closely with internal teams to share actionable insights and improve the customer experience.
4. Continuously strive to identify opportunities to improve Bitpanda’s support processes, contributing to overall excellence in customer care.
5. Build strong relationships with other departments, fostering collaboration to increase customer satisfaction and Net Promoter Scores (NPS).

Who you are

1. Proven experience within Customer Care or Sales providing support to clients via phone or video calls.
2. Excellent verbal and written communication skills in English and French (C2 level or equivalent); additional languages are a plus.
3. A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional.
4. Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed.
5. Experience with Customer Care systems, such as Zendesk, is desirable but optional.
6. Willingness to work remotely [from Italy / France / Germany / Switzerland].

Skills

• Communications Skills
• Cryptocurrency