ABOUT US
We’re Wirex and we’re not like anyone else. Why? Because we always do things our way, before anyone else does them – like creating the first ever debit card that lets you pay with crypto, making it easier for ordinary people to access DeFi-powered savings and setting up the world’s first cryptocurrency rewards scheme.
Our vision is a world in which everyone can enjoy the benefits of digital currency – everything from the power to send money around the world near-instantly without breaking the bank to buying, storing and exchanging 40+ top tokens on a secure, easy-to-use platform at some of the best rates in the industry.
We must be doing something right, because more than 6 million people across 130 countries are helping to change the world by using Wirex .
Are you part of the digital money movement? Do you want to change the way people think about money, forever? If your skills fit our vision and you want to join a company that’s really going places, please apply!
OVERALL ROLE PURPOSE
As a leading fintech company at the forefront of blockchain technology, offering innovative solutions for digital currency transactions, our customer experience is pivotal to our ongoing success. We are seeking a customer-centric individual to join our highly skilled Customer Support Team as a Customer Support Representative, based in Italy.
As a Customer Support Representative your ultimate role is to champion customer satisfaction by providing exceptional support and experience, contributing to the development of our multi-language knowledge base and community, and actively shaping the improvement of our products through customer feedback.
MAIN RESPONSIBILITIES OF THE ROLE
1. Identify and assess customers’ needs to achieve satisfaction.
2. Answer customer questions promptly and effectively, guiding them through issue resolution with a focus on delivering outstanding customer experiences.
3. Provide accurate, valid and complete information by using the right methods/tools available to you.
4. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
5. Actively participate in building Wirex's multi-language knowledge base and community, contributing to the enhancement of support resources and collaboration among users.
6. Be prepared to collect valuable feedback from customers, translating their insights into actionable suggestions for product improvement.
7. Build sustainable relationships and trust with customers through open and interactive communication.
8. Collaborate internationally with the Product Delivery Team to identify and escalate bugs or issues reported by customers.
9. Document and track customer interactions and solutions to contribute to the knowledge base.
10. Proactively communicate with customers to gather feedback, identify improvement opportunities, and convey updates on issue resolutions.
11. Contribute to the development and maintenance of customer support resources, such as FAQs and tutorials as required.
12. Meet personal/customer support team targets and Key Performance Indicators (KPI’s).
EXPERIENCE/SKILLS REQUIRED
1. Italian residency (you must be physically located in Italy).
2. Advanced fluency in Italian and English (verbal and written).
3. Proven customer support experience or experience as a Client Service Representative.
4. Customer orientation and ability to adapt/respond to different types of characters.
5. Fast learner with the capacity to handle complex information.
6. Flexible and adaptable to changing situations.
7. Curious and inquisitive personality who is not afraid to ask questions and share ideas.
8. Highly organised and disciplined with the ability to multi-task, prioritise, manage time effectively.
9. Strong attention to detail.
10. Able to understand customer issues and questions and find the best fit solution.
11. Capable of working under pressure and handling customers with a negative attitude.
12. Strong interpersonal and communication skills.
13. Familiar with Zendesk/Freshdesk and Atlassian products (highly desirable).
14. Fluency in Ukrainian would be highly advantageous, but not essential.
15. Passionate about bitcoins and blockchain technologies (highly desirable).
16. Attending the Milan office as required for business needs.
17. We kindly request that all resumes are submitted in English please.
BENEFITS
1. 24 days holiday + Public Holidays.
2. Birthday and Service Anniversary off each year.
3. Enhanced leave allowances for family and sickness absence.
4. Paid Charity Day.
5. Flexible working hours and remote working (must be able to work in the Milan office as needed).
6. Extensive opportunity to grow your career and professional development at an innovative FinTech.
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