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Customer Support Officer

Philippines

About the Role

The StraitsX team is building the payments infrastructure for Digital Assets in Southeast Asia. We aim to connect millions of individuals and businesses in the region to the Digital Assets market through our suite of products, including Xfers Wallet and Xfers Direct. In 2020, we released our first stablecoin, XSGD, the largest stablecoin in Asia by supply.

You will report to the Customer Support Supervisor and the Head of Operations, along with frequent collaboration with the following departments: Product, Engineering, Compliance/Legal, and Marketing.

What You Will Be Doing 

  • Be the point of contact for all customer inquiries, both B2C and B2B
  • Meeting Service levels and KPIs defined by the Company
  • Resolving all in scope enquiries and appropriate escalation when required
  • Follow-up on inquires not immediately resolved
  • Complete ticket logs and reports
  • Recommend process improvements
  • Other duties as assigned

What We Are Looking For

  • Intermediate language skills required: read, write and interpret (both in Filipino and English)
  • Excellent verbal communication in English
  • Must be flexible with shift working hours as there might be shifting or overtime involved in the position to meet required deadlines
  • Experience with customer service/call center related jobs is desired, e.g. handling chat and emails
  • Fresh graduates are welcome to apply

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