What you'll be doing:
- Deliver client support and resolve complex account management issues across multiple channels (email, phone, and face-to-face).
- Strong understanding of our business operations, with the ability to effectively address client issues and concerns.
- Serve as the point of contact for customer issues, handling escalations with prompt, accurate, and comprehensive responses.
- Conduct deep-dive investigations into root causes of customer's issues; collaborate with internal stakeholders to implement long-term structural fixes.
- Partner with Business Units and IT on the implementation of new initiatives, manage client notifications, and ensure seamless communication of platform updates.
- Participate in User Acceptance Testing (UAT) for new features, providing actionable feedback for platform improvement.
- Keep abreast with MAS (Monetary Authority of Singapore) requirements and guidelines that pertain to retail customers.
- Draft, refine, and maintain Standard Operating Procedures (SOPs) and internal policies to ensure operational scalability and relevance.
- Bring fresh perspectives to the table to enhance service delivery and operational efficiency.
What we're looking for:
- Minimum 4 years of experience in customer service/client support operations within a retail brokerage, cryptocurrency firm, Fintech, or bank.
- Bachelor’s Degree in Finance, Economics, Business, or a related field.
- Advanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred
- Demonstrated experience in account opening AML/CFT requirements is an
added advantage - Possesses strong communication/interpersonal skills and the ability to write clearly and concisely.
- Strong sense of responsibility, accountability and able to work well in teams
- A high degree of accountability with the flexibility to adapt to non-office hours during high market volatility or specific project launches
- Bilingual will be an added advantage
What’s in it for you:
- Friendly and fun start-up work culture
- Convenient work location located in the heart of CBD area
- Generous annual leaves on top of national holidays
- Medical coverage including GP, Specialist, TCM, and more
- Self-care benefits and exciting fitness workshops/webinars
- Vibrant office with a well-stocked pantry
Find out more about Coinhako here https://www.coinhako.com/ and don't forget to visit our Careers Page https://www.coinhako.com/join-us
By submitting your application to us, you consent to the collection, use, disclosure and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.
