Customer Support Officer

2 months ago

Brisbane, Australia Swyftx Full time

At Swyftx, we're not just building a fintech scaleup; we're shaping the future of Australia's digital currency industry. With over 800,000 users, we have our sights set high, aiming to be Australia's most trusted cryptocurrency trading platform and the next billion-dollar success story.

As a Customer Support Officer at Swyftx, your role is more than just a job; it's an opportunity to leave your mark on an industry-defining company. Your primary mission is to ensure our customers feel supported throughout their Swyftx journey, right from the outset. By taking on this role, you'll play a pivotal part in elevating customer engagement and satisfaction, contributing to Swyftx's status as a leader in customer experience.

Please note that this is a hybrid role with 3 days per week in our beautiful Milton office.

**Some of your key responsibilities in this role will include**:

- Establishing strong rapport with both new and existing customers, positioning yourself as a trusted advisor.
- Provide personalised assistance to high-value clients by prioritising the resolution of their issues and concerns.
- Efficiently manage your time by handling an average of 20 customer inquiries per hour whilst maintaining quality support.
- Collaborating with customers and colleagues to gather information and promptly resolve customer issues, striving for first point-of-contact resolution.
- Methodically troubleshooting, investigating, and solving unique customer inquiries, while clearly documenting everything in our CRM system.
- Ability to handle and deescalate difficult customers or high-pressure situations while maintaining professionalism and empathy.
- Assisting the Compliance Team by addressing incomplete verifications and facilitating KYC processes to onboard new users.

**To ensure success in this role, you should possess**:

- Previous experience in customer support, preferably using platforms like Intercom or Zendesk.
- Experience in cryptocurrency, whether professional or personal, is preferred, but not essential.
- Exceptional communication skills, both written and verbal.
- The ability to explain complex concepts clearly and concisely to users with varying levels of expertise.
- Able to thrive in a dynamic work setting by readily adapting to changes.
- Collaborative skills to work with other teams within the company, such as development or compliance teams, in addressing and flagging complex issues.
- Impeccable organisational skills with the ability to multi-task and prioritise tasks well.

**Some of our perks and benefits include**:

- Unlimited fee-free trading
- Career growth, training, mentorship, and development opportunities
- Social activities, game breaks and recognition awards
- Inhouse barista, fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit and snacks
- Weekly catered lunches on a Wednesday

At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.

We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.

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