Customer Service Representative

2 days ago

Council of the City of Sydney, Australia Independent Reserve Full time

About the Job

As the Customer Service Representative at Independent Reserve, you will be the first point of contact for our customers, helping them navigate the platform, troubleshoot issues, and ensuring a seamless trading experience. You will work closely with internal teams to elevate complex issues and contribute to the overall efficiency and satisfaction of our users.

Responsibilities

- Provide prompt, professional support to customers via email and support chat regarding account access, deposits, withdrawals, and trading activity

- Assist users with KYC/AML verification processes

- Troubleshoot common platform issues, including login problems, transaction delays, and wallet errors

- Identify, investigate, and elevate complex issues or potential security incidents to the appropriate internal teams (e.g., Operations, Compliance, or Technical Support)

- Educate customers on platform features, transaction processes, and cryptocurrency basics

- Monitor and report emerging customer issues or trends to management for proactive resolution

- Contribute to documentation and knowledge‑base updates to enhance customer self‑service options

Qualifications

- 1–2 years of customer support experience, ideally in fintech or online platforms (fresh grads welcome)

- Strong written and verbal communication skills

- Detail‑oriented, patient, and able to handle issues professionally under pressure

- Quick learner comfortable with multiple systems and tools

- Interest in fintech and cryptocurrencies is a plus

Benefits

- A competitive salary

- A challenging and rewarding role in the dynamic crypto industry

- A winning, fun, hard‑working team

- Ongoing learning and support

- Great career development opportunities in a growing company

This is an in‑office role. Please do not apply if you are looking for a hybrid or remote opportunity.

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