Customer Experience Specialist

BANXA
Vilnius, Vilnius County, Lithuania
  • Fully Remote

Get to know us

BANXA is a hyper-growth global Payment Services Provider that enables the purchase of digital assets and currencies such as Bitcoin or USDT using traditional currencies, such as Australian Dollars, Euros and Pounds (just to name a few)! Every 15 seconds someone purchases cryptocurrency with us!

BANXA is powering global crypto giants, such as Binance, Kucoin, OKEX and Huobi, some of which have invested in us to back our mission.

Our on-and off ramp product manages the entire value chain to provide a seamless, secure experience whilst being internationally compliant. Our mission is to connect the ‘old world’ to the ‘new world’, by onboarding the masses to digital currency!

We have recently been named as “One of the 50 fastest growing companies of the Year” by The Silicon Review. Earlier this year we listed on the Toronto Stock Exchange (TSXV) and on the Boerse Frankfurt, our market capitalisation quickly grew to $100M.

We’re a global team spanning across 10 countries, with 3 offices, in Australia, Lithuania & Philippines. The majority of the team sits in Melbourne at our headquarters in Cremorne however our connected and collaborative culture empowers our people to excel. As an up and coming tech- unicorn in our space, we are early adopters, progressive in our approach and adaptable to the ever changing landscape.

2021 has already been a big year for us, and it’s about to get a whole lot bigger, this is where you come in…

 

Your New Gig

As a Customer Experience Specialist at BANXA, you will be responsible for providing timely and accurate answers to our customer’s questions over various channels including email, chat and phone. You will be responsible for providing a fantastic customer experience that ensures that all Banxa customers feel valued and promotes repeat business.

Requirements

What You’ll Do

  • You will respond to customer support inquiries and give updates on how their orders are processing
  • You will be responsible for resolving complex customer issues by explaining processes clearly and thoroughly
  • You will explain to customers about their specific cases and educate them on the process around identification and onboarding and placing orders & cancellations
  • You will proactively watch out for the best interest of our customers ensuring an excellent customer experience while looking for opportunities to add value
  • You will be confident in performing outbound phone calls as required to resolve outstanding issues
  • You will escalate issues to your team leader, managers and other departments as required
  • You will be a keen team player and will provide training and assistance to other new team members when needed.

 

You should apply if

  • You have a minimum of 1 year of experience working in a business process outsourcing environment, preferably supporting customers
  • You have a passion and willingness to go above and beyond to solve complex problems while delivering an outstanding customer experience
  • You are both adaptable and resilient, operating in a quickly changing environment
  • You always on the front foot when identifying process improvement opportunities and always willing to share these with team leaders / manager
  • You are professional, assertive, and have efficient communication skills
  • You have both excellent verbal and written English skills
  • You have experience with and are competent in communicating with customers with varying cultural background and level of understanding of cryptocurrency.
  • Able to think on your feet when handling customer escalations
  • You are a superstar at multitasking
  • You must have a fast internet connection (5mpbs broadband internet connection)

 

What will put you on top of our shortlist

  • Experience working as part of a Customer Experience team within the financial services industry
  • Knowledge or interest in blockchain/digital assets/fin-tech industry
  • Whilst not necessary candidates who have experience in fast growing companies or fully remote roles will be preferred

 

Lithuania

Benefits

  • Competitive salary € 1,400.00 – € 1,900.00 GROSS
  • Wellness voucher per quarter
  • Fortnightly mental health and wellness activity such as yoga or meditation
  • Annual volunteer day
  • Crypto purchase on your first week
  • Inspiring office in a slick co-working space (Talent Garden Vilnius) surrounded by like-minded startups and scale-ups
  • Breakfast & snacks available daily, with a once weekly lunch and monthly morning tea, did we mention, Hurracán coffee?!
  • Financial support to set up your home office
  • Crypto is a generational event and with Banxa you will be at the heart of this evolution
  • Working in a disruptive and hyper growth organisation & industry where the possibilities are endless
  • Flexible working, location & hours!
  • Autonomy, ability to make a change & progress your career

To apply for this job please click here