Customer Success Executive Job in Mumbai at CoinDCX

CoinDCX is hiring for the role of Customer Success Executive!

Responsibilities of the Candidate:

• Provide timely and accurate responses to customer inquiries via queries, chat, and phone regarding account-related issues, trading queries, and technical assistance.
• Assist customers in navigating our platform, including account setup, deposit and withdrawal processes, and trading features.
• Troubleshoot and resolve customer issues efficiently, escalating complex cases to the appropriate department when necessary.
• Maintain a high level of professionalism and empathy while addressing customer concerns, striving to exceed expectations and deliver exceptional service.
• Stay informed about the latest developments in the cryptocurrency industry and our platform's features to provide accurate and up-to-date information to customers.
• Collaborate with cross-functional teams, including Compliance, Operations, and Development, to ensure a seamless customer experience and address customer feedback effectively.
• Contribute to the development and improvement of support processes and documentation to enhance overall efficiency and customer satisfaction.
• Ability to handle difficult/stressful situations with high ticket volumes in certain scenarios.

Requirements:

• Experience: 1-3 years
• Strong Interpersonal Skills.
• Familiarity with CRM Systems - Sprinklr is preferred.
• Ability to efficiently multitask.
• Prior Customer Support Experience in a trading firm OR hands-on trading experience preferred.
• Excellent communication skills (English / Hindi)
• Good listening and problem-solving skills.
• Good analytical skills.
• Strong knowledge of blockchain technology and a keen interest in DeFi.
• Experience working in a crypto, Web3, or trading firm.
• Candidate has to be open to work in Rotational shifts
• High School Diploma (or equivalent), College Degree preferred