Work schedule: 05 days per week, Sunday to Thursday (Friday and Saturday off)
Working Time: 07:00 AM - 04:00 PM (UTC+7), including 1 hour break
Work location: Ho Chi Minh City, Vietnam
Role and Responsibilities:
Overall job purpose - main tasks and responsibilities:
- Handle ProBit Global Customer Service on Zendesk email
- Conduct manual KYC/AML reviews
- Respond to inquiries when a customer issue arises using the ProBit Global Exchange website/Application
- Take ownership and a proactive approach to resolving cases and complaints
- Provide users and customers feedback, working closely with the Product, Engineering, and Operation team to ensure continuous improvement in product development and user journey
- Monitor and respond to customer reviews on review sites (e.g., Trustpilot, Google Reviews)
- Address CS-related issues and complaints raised in social media communities (e.g., Facebook, Telegram, Twitter)
- Strive to meet both the individual and team's KPI targets
- Work proactively with respective stakeholders to maintain and update the Help Centre and FAQ/Announcement
- Work closely with Compliance and Legal for sensitive issues (e.g., KYC, AML, account restrictions)
- Create and update internal manuals and materials
Core competence and behaviors Requirements:
- Respond to customers inquiries on the ProBit Global Website/App
- Self-motivated, attention to detail, independent, and fast learner; embraces changes with a positive attitude
- Experienced in Customer Service or interested in the CS department
- Strong desire to solve problems raised by customers
- Fluent in English, and any other European language will be an added advantage
- Written and verbal communication skills
- Orient to solve problems and motivate teamwork
- Having a good empathy and positive mindset
- Able to understand customer needs and respond to users promptly
- Willing to learn about Cryptocurrency products
- Logical understanding and willing to solve issues with the team
Qualifications
- Minimum 2 years of relevant experience in customer support and/or financial services, crypto, and technology.
- Motivated by ProBit Global's mission and creating a flawless support experience for our global customer base.
- Experience with different channels of support, including messaging and email.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization
- Phenomenal communication skills (written) to operate globally across multiple departments and stakeholders.
- Bachelor's degree or equivalent
- Going to the office for work as required.
Benefits
- Competitive salary
- Lunch support by the Company
- Unlimited snack, soda, coffee, light drinks
- Equipped laptop, mouse, monitor, keyboard
- Parking slot
Company culture
As we expand, so does the culture, but the core words that define the culture would be respect, acceptance, drive and enjoying each other's company. We put people first - and the recipe for our success long story short - mutual respect!
Learn more about ProBit Global (www.probit.com)
Come join an innovative, global, employees-first company. Probit Exchange is a fair opportunity hirer, with work places in multiple locations such as Europe (the Netherlands, France, Estonia), Asia (Singapore, South Korea, Vietnam, Turkey) and the Americas (USA). ProBit Global is a rapidly growing cryptocurrency exchange. We have a young, open culture that believes in empowering all colleagues by moving teams and overseas work exposure.
Learn more about ProBit Global (www.probit.com)
Come join an innovative, global, employees-first company.Probit Global is a fair opportunity hirer, with work places in multiple locations such as Europe (the Netherlands, France, Estonia), Asia (Singapore, South Korea, Vietnam) and the Americas (USA). ProBit Global is a rapidly growing cryptocurrency exchange. We have a young, open culture that believes in empowering all colleagues by moving teams and overseas work exposure.
