Customer Service Representative

2 days ago

Sydney, New South Wales, Australia Independent Reserve Full time $60,000 - $80,000 per year

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 escalate complex issues and contribute to the overall efficiency and satisfaction of our users.

Your responsibilities include: 
  • 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 escalate 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 option
Experience and Skills we are looking for: 
  • 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 a plus
What we offer:
  • 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, so please do not apply if you are looking for a hybrid or remote opportunity.

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