Customer Support Executive

Operations · Cardiff Office · Hybrid Remote

Customer Support Executive

"Customers may forget what you said, but they'll never forget how you made them feel" - Carl W. Buehner

We usually respond within three days

Ready to embark on an exciting journey of customer care excellence? Look no further! We are on the hunt for a passionate and dynamic Customer Service Representative to join our growing team.

As a pivotal member of our organisation, you'll be the voice of our brand, creating unforgettable experiences for our valued partners. If you thrive on problem-solving, have a knack for empathetic communication, and possess a deep commitment to customer satisfaction, this is the job for you!

Join us in delivering top-notch support and take your career to new heights in an innovative and customer-centric environment.

Responsibilities – I want to and can do that!

• As a Customer Support Executive at Coincover you’ll be mostly reviewing identification checks for our end-user accounts
• Responding to customer queries via phone, email and webchat
• Making changes to customers details
• Provide accurate information to customers about their policy
• Dealing with customer queries over payment
• Identifying and assessing customer needs to achieve satisfaction and a one communication resolution
• Ensure all customer records are updated accurately
• Contact customers by phone and email for outstanding documentation
• Ensure that all FCA compliance procedures are adhered to at all times
• Investigate and resolve customer complaints

Requirements – I've already done that or have that!

• A positive “can do” attitude
• Excellent verbal and written communication skills
• Great listening skills
• High level of accuracy and attention to detail
• Good problem solver
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Be able to demonstrate patience and empathy
• Excellent customer service skills, incorporating a confident and pleasant telephone manner
• Previous customer service experience
• Comfortable dealing with customer queries and complaints
• Keen to learn new skills and quick to adapt

Extra Mile – knock our socks off!

• Have Crypto or Blockchain experience
• Have experience within a FinTech start up
• Have experience in a SaaS company
• You could have worked in a office based role

About Coincover

Blockchain technology is changing everything. However, it brings its own set of unique risks. Coincover exists to ensure everyone is protected, enabling them to innovate freely, without constraints.

Coincover provides a complete blockchain protection solution, addressing the most significant barrier to mainstream adoption: trust. Our protection solutions ensure that access and assets are never lost.

Founded in 2018, Coincover is backed by leading fintech and blockchain investors. Today, we help over 300 of the biggest names in blockchain protect themselves and their customers from theft, hacking, and human error, including Fireblocks, BitGo, and Bitso.

Diversity, Equity, and Inclusion (DEI) are critical values that we, at Coincover, hold at the core of our organisation. We are committed to fostering a workplace culture that celebrates and respects the unique backgrounds, experiences, and perspectives of all individuals, and we believe that diverse teams drive innovation and success. In our pursuit of building a diverse and inclusive workforce, we actively encourage applications from individuals of all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic protected by law. We believe that by creating an inclusive environment, we can harness the collective power of our employees to tackle complex challenges, generate fresh ideas, and deliver exceptional results

Coincover is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Coincover via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Coincover. No fee will be paid in the event the candidate is hired by Coincover as a result of the referral or through other means.

Department

Operations

Locations

Cardiff Office

Remote status

Hybrid Remote

Contact Claude Heywood Talent Acquisition Manager – People

Colleagues

Operations · Cardiff Office · Hybrid Remote

Customer Support Executive

"Customers may forget what you said, but they'll never forget how you made them feel" - Carl W. Buehner