Customer Care Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Identify and evaluate customers’ needs to ensure their satisfaction.

• Respond to client inquiries promptly and effectively, assisting them in resolving issues while prioritizing exceptional customer experiences.

• Deliver precise, valid, and comprehensive information by utilizing the appropriate tools and methods available to you.

• Actively contribute to the development of Wirex's multi-language knowledge base and community, enhancing support resources and fostering collaboration among users.

• Be ready to gather valuable customer feedback, converting their insights into practical suggestions for product enhancement.

• Establish sustainable relationships and trust with customers through open and interactive communication.

• Identify and escalate bugs or issues reported by customers.

• Proactively engage with customers to collect feedback, pinpoint improvement opportunities, and communicate updates on issue resolutions.

• Provide high-quality support within established SLA timeframes.

• Achieve personal and customer care team targets along with Key Performance Indicators (KPIs).

• Adhere to communication procedures, guidelines, and policies.

• Go the extra mile to engage with customers.

⛳️ Requirements

• Experience in customer support with proficiency in handling multiple chats.

• Advanced proficiency in English (both spoken and written).

• Quick learner, capable of managing complex information.

• Flexible, adaptable, and comfortable in a dynamic environment.

• Strong communication, interpersonal, and problem-solving abilities.

• Well-organized, detail-oriented, and able to multitask effectively under pressure.

• Customer-centric mindset.

• Preferred: Experience with Zendesk / Freshdesk and Atlassian tools.

• Interest in blockchain technologies and the cryptocurrency ecosystem.

🏝️ Benefits

• Premium tariffs for our products.

• Semi-remote work with flexible scheduling.

• Home office allowance.

• Virtual share options scheme post-probation period.

• Comprehensive medical insurance following the probation period.

• Generous vacation policy: 20 business days.

• Paid sick leave, as well as leave for birthdays and anniversaries.

• Length of Service Holidays.

• Participation in online events for learning and enjoyment.

• Access to coworking facilities with amenities and parking compensation in Wrocław/Kyiv.