Key Responsibilities:

1. Live Chat Responsiveness

• Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
• Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.

2. Customer Inquiry Resolution

• Accurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.
• Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; escalate only complex cases with full documentation.

3. Quality & Customer Experience

• Achieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher through empathetic, clear, and professional communication.
• Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.
• Uphold Bitunix’s core support philosophy: fast, reliable, and human-driven assistance — no AI bots, real agents only.

4. Operational Excellence

• Record all customer interactions, resolutions, and case details accurately in the internal CRM or support platform.
• Identify recurring issues, bugs, or user pain points and report them promptly to QA or the Team Lead for review.
• Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.

5. Collaboration & Teamwork

• Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.
• Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.

Qualifications & Skills

• Language Proficiency: Native speaker and English (B2+), both written and verbal.
• Experience: Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries.

1. Technical Skills:

• Knowledge of cryptocurrency trading basics (Spot & Futures).
• Understanding of customer service CRMs and live chat systems.
• Strong attention to detail and ability to multitask effectively.

2. Soft Skills:

• Excellent communication and problem-solving abilities.
• Strong emotional intelligence and empathy in user interactions.
• Dependable, punctual, and proactive team player.