Title:  Customer Service Specialist

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

The Cryptocurrency Customer Service Specialist will be responsible for providing exceptional support to customers engaging with our cryptocurrency products and services. This role requires a strong understanding of cryptocurrencies, blockchain technology, and the ability to assist customers with inquiries, troubleshoot issues, and guide them through transactions in a fast-paced environment.

Key Responsibilities:

1. Customer Support:

   • Respond to customer inquiries via live Chat support, regarding cryptocurrency transactions, account management, and product features.

   • Provide clear and accurate information to customers about our cryptocurrency offerings, including wallets, trading platforms, and security measures.
 

2. Issue Resolution:

   • Identify and troubleshoot issues related to cryptocurrency transactions, account access, and technical problems.

   • Collaborate with technical teams to resolve complex issues and ensure timely follow-up with customers.

3. Education and Guidance:

   • Educate customers on best practices for using cryptocurrency services, including security tips and transaction processes.

   • Guide customers through the onboarding process, ensuring they understand how to set up their accounts and use our platform effectively.

4. Feedback and Reporting:

   • Gather customer feedback regarding their experiences and report common issues or suggestions to management for continuous improvement.

   • Maintain accurate records of customer interactions and transactions in the customer support system.

5. Compliance Awareness:

   • Ensure that all customer interactions comply with relevant regulations and internal policies related to cryptocurrency transactions.

   • Stay informed about industry trends, regulatory changes, and emerging technologies in the cryptocurrency space.

6. Team Collaboration:

   • Work closely with other departments such as Compliance, Product Development, and Marketing to enhance the overall customer experience.

   • Participate in training sessions to improve product knowledge and customer service skills.

7. Continuous Improvement:

   • Identify opportunities for process improvements within the customer service team to enhance efficiency and customer satisfaction (CSAT & Net Promoter Score)

   • Assist in the development of FAQs, knowledge base articles, and training materials for both customers and staff.

Who are we looking for?

• Diploma/ Bachelor’s degree in Business, Communications, or a related field (preferred).
• 1.5 years of experience in customer service or support roles, preferably within the fintech or cryptocurrency industry or Banking Industry.
• Strong understanding of cryptocurrencies, blockchain technology, and digital wallets.

Skills:
• Excellent communication skills with the ability to explain complex concepts clearly and concisely.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency in using customer support software and tools (e.g., Zendesk, Intercom).
• Ability to work independently as well as collaboratively in a team environment.
• Strong attention to detail and a commitment to providing high-quality customer service.
 

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.