Summary

Role Summary

As an Onboarding Agent at VALR, your primary responsibility is to provide exceptional customer support to users during the onboarding process. You will play a crucial role in ensuring a smooth and seamless experience for new customers while addressing their queries and concerns promptly and effectively.

Duties/Responsibilities

1. Take ownership of customer queries and tickets allocated, resolving them independently or seeking technical support when needed.
2. Comply with service level agreements by delivering high-quality solutions and timely resolution of customer queries.
3. Assist customers with various onboarding processes, including retail and corporate onboarding, basic transaction and trading queries, and providing support to clients who have been scammed.
4. Escalate more complex queries to higher-level support teams while maintaining ownership of the query and ensuring customers are kept informed of progress.
5. Ensure that queries are handled in an understandable manner using simple language to facilitate customer understanding.
6. Make recommendations for improvements in onboarding systems and processes to enhance customer experience and efficiency.
7. Assist the team as needed to foster a collaborative work environment and contribute to overall team success.
8. Train other team members to enhance their efficiency and skill development in onboarding support.
9. Actively seek opportunities for learning and development to upskill oneself and stay updated with industry trends.
10. Offer assistance and gain exposure in various areas of interest within the business to contribute to personal and professional growth.
11. Participate in projects aimed at improving onboarding support and overall business operations.

Requirements

1. Previous experience in customer support or onboarding, preferably in the cryptocurrency or financial industry.
2. Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and understandably.
3. Strong problem-solving skills and ability to think critically to address customer queries and concerns effectively.
4. Ability to work independently while also being a team player, willing to collaborate and support team members as needed.
5. Strong attention to detail and organisational skills to manage multiple tasks and priorities effectively.
6. Proactive attitude towards learning and development, with a willingness to upskill oneself and stay updated with industry developments.
7. Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
8. Ability to remain calm and composed under pressure while maintaining professionalism and empathy towards customers.

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