Customer Service Representative, Estonian, English

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

📋 Description

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

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

• Offer precise, valid, and thorough information regarding platform features, products, and processes.

• Handle complaints effectively, providing suitable solutions and options within specified timeframes, while following up to ensure resolution.

• Adhere to communication protocols, guidelines, and policies.

• Assist in collecting feedback for enhancing 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.

• Strive to exceed customer expectations and provide an exceptional experience.

• Perform additional tasks as delegated by team leaders.

⛳️ Requirements

• Over 1 year of demonstrated customer-facing experience or experience as a customer service representative.

• Strong IT skills and capability to address moderately technical customer inquiries.

• Excellent written communication skills coupled with strong active listening abilities.

• Proficient in multitasking, prioritizing, and effective time management.

• Basic knowledge of AI concepts and familiarity with AI-driven tools or chatbots (mandatory).

• Experience with bot validation, testing, or SOP/tool quality assessments is a plus.

• Understanding of the cryptocurrency/blockchain sector is a significant advantage.

• Proficient in English and Estonian.

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

🏝️ Benefits

• Competitive salary along with company benefits.

• Work-from-home arrangement (subject to variations based on the nature of the business team's work).