Customer Service Officer

Kinesis

Kinesis is a leading global fintech that is delivering a new global monetary system that leverages the benefits of the emerging blockchain technologies backed 1:1 by the allocation of physical gold and silver.

Kinesis clients can deposit or purchase physically allocated gold or silver via our trading platform which is vaulted at no additional cost. The allocated precious metal holdings are then digitised using blockchain technology into Digital KAU and KAG tokenised assets. Users can then trade, spend or send their digital assets via the Kinesis platform.

In this role, you will have an exciting opportunity to be a part of an organisation that is changing the world. You'll work alongside a team of marketing professionals and management who are passionate about building a new financial global monetary system.

About the Role:
We are looking for a Customer Service Officer to join our global support team. You will handle customer enquiries via email and LiveChat (Zendesk), take ownership of cases, and work closely with internal teams to deliver excellent customer experiences.

** Please Note:
This is a 24/7 role. Candidates must be willing to work on a rotational shift basis: Morning (9 AM–6 PM), Evening (5 PM–2 AM), Night (1 AM–10 AM)

Responsibilities:

• Communicating with customers professionally and responding to customers’ enquiries via phone, email, mail, and LiveChat (Zendesk).
• Resolve customers’ inquiries to ensure the best possible outcome.
• Compile reports as requested. 
• Keep records of customer interactions and customer accounts, and file relevant documents. 
• Follow communication procedures, guidelines, and policies while working closely with the Business Operations Department.
• Taking ownership of cases
• Liaising with relevant departments pertaining to issues or cases.
• Keeping abreast with the latest developments and updates.
• Equipping oneself with relevant product knowledge.
• Able to multitask between emails, live chats, social media, and other relevant channels.
• Maintaining quantifiable quality performances.
• Providing high-quality service to achieve maximum customer satisfaction by taking ownership and resolving queries at first contact, where and when possible.
• To utilise all systems and avenues for information so that correct information is provided to customers.
• Possess and provide the best customer service mindset and etiquette.

Requirements:

• Experience in customer or client support
• Able to work on a 24/7 rostered shift.
• Strong internet access is required, as successful candidates will be working from home.
  
• Fluent in spoken and written English & Spanish 
• Familiarity with Zendesk and Salesforce (preferred)
• Ability to work on-site with the global team
• Strong communication and multitasking skills
  

To be successful in this role, you will need to have

• Previous experience in client/customer support.
• Experience working with Cloud-based software SaaS.
• Excellent spoken and written communication skills.
• Ability to work efficiently and autonomously. 
• Excellent computer skills.
• Experience in working with global teams.
• A strong desire to help customers succeed.

What We Offer:

• Fully remote position
• Competitive salary
• Ongoing professional development
• Welcoming and supportive culture
• Diverse, global team