Customer Service Representative, Czech, English

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

📋 Description

• Manage a high volume of live chat interactions and support tickets within designated language queues.

• Assess and address customer needs to ensure satisfaction and prompt resolutions.

• Provide precise, valid, and thorough information regarding platform features, products, and procedures.

• Handle complaints by offering appropriate solutions and options within set timeframes, while following up to ensure issues are resolved.

• Adhere to communication protocols, guidelines, and policies.

• Assist in gathering feedback for improvements in workflows and products, including AI bot performance, standard operating procedures (SOPs), and internal tools.

• Engage in the validation and testing of AI bots, automation workflows, tools, and SOPs as necessary.

• Go beyond expectations to engage customers and provide an exceptional experience.

• Perform additional tasks as assigned by team leaders.

⛳️ Requirements

• A minimum of 1 year of demonstrated customer-facing experience or background as a customer service representative.

• Strong IT skills with the ability to manage moderately technical customer inquiries.

• Outstanding written communication skills along with effective active listening abilities.

• Capability to multi-task, prioritize tasks, and manage time efficiently.

• Fundamental understanding of AI concepts and familiarity with AI-driven tools or chatbots (required).

• Practical experience in bot validation, testing, or quality review of SOPs/tools is a plus.

• Familiarity with the cryptocurrency/blockchain domain is a significant advantage.

• Proficiency in both English and Czech.

• Availability to work weekends and irregular hours, including night shifts.

🏝️ Benefits

• Competitive salary along with company benefits.

• Work-from-home option available (arrangement may vary based on the business team's work nature).