Client Service Specialist

Stablex Bilişim ve Teknoloji A.Ş

As a member of the Client Services team of our cryptocurrency exchange platform, you will serve as a focal point for all our clientsinteracting with our platform and be a part of a dynamic team of passionate individuals driven with the purpose of adding value in the crypto trading industry while having a client-centric approach.

The Impact:

As the front lines of the organization, your regular day requires you to answer client queries while showcasing your extensive knowledge of our platform. You will help accelerate the quality and accuracy of our platform, improve operational support survey scores to help maintain client retention rates, and revenue growth.

Responsibilities:

• As an integral part of the business, you are expected to make an impact right from the beginning by providing the highest level of service, functionality, and product support to our clients.
• Provide exceptional client service to our clients via phone, email, social media and web chats.
• Collect and analyse client’s feedback.
• Acknowledge, investigate and when possible recover incidents within service levels.
• Escalate incidents outside the scope of team to resolver groups and follow-up them to be solved.
• Product expertise will be used to improve the Incident Solution Database.
• Provide our clients with updates on the status of critical problems.
• Identify and manage key client needs and improve client experience.
• Response to client grievances and complaints and ad-hoc service inquiries within agreed service KPIs.

What We’re Looking For:

• A bachelor’s degree from an accredited university is preferred.
• Strong command in English and Turkish are required. In addition to English, proficiency in other languages is will also be appreciated.
• At least 1-year experience in crypto exchange company, FX-broker, and/or client support for securities company is preferred.
• A passionate interest in blockchain technology and crypto-currency.
• Interest in a career path within client support, client relationship management, or client-facing roles working experience.
• The ability to multi-task, work effectively, and pay attention to details.
• Team-player mentality with strong collaboration skills.
• Flexible to changes in a rapidly evolving environment.
• Flexibility toward working in Morning, Evening and Night shift timings.
• An ability to pursue tasks with drive and motivation, effective time management, and attention to detail.
• A deep dive mindset in solving problems in a critical, and creative manner.
• Aptitude to discover the reason for client concerns and identify resolutions in a way to eliminate the need for it to ever happen again.
• Ability to work under pressure and to take responsibility for client relations in a highly regulated field.
•  A personality that puts clients first, team second, and ego last.