Account Management and Crypto Associate
4 days ago
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank. What you'll do
- Act as the lead point of contact for any and all matters specific to the client's account.
- Work closely with cross-functional departments in providing resolutions and recommendations for customer issues.
- Handle daily customer concerns with detailed, polite, and empathetic communication to ensure customer retention.
- Prepare weekly and monthly reports that track the team's overall performance and identify pain points that can be improved.
- Studying new product descriptions and communicating these with VIP clients
- Plan and implement strategies to provide excellent customer experience.
- Build, maintain, and strengthen relationships with VIP clients to drive engagement, satisfaction, and long-term retention.
- Increase trading volume and fee revenue by upselling services, identifying growth opportunities, and onboarding new VIP clients.
- Collaborate with internal teams to help execute growth strategies aimed at expanding VIP client activity and enhancing wallet share.
- Perform other related duties, and ad-hoc tasks as they may be required from time to time
- Bachelor's degree in any field
- Strong analytical skills and knowledge of Google Suite programs
- Strong verbal and written communication skills in both English and Filipino
- Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
- Thinks fast under pressure and solves problems on the go without being overwhelmed
- Meticulous, detail-oriented, and able to work quickly with minimal supervision
- Has a track record for getting things done - drive, ownership, and execution are at the core of our culture
- Technical and Customer service experience in any industry is a plus but not required.
- Amenable to shifting schedule (morning, mid-shift and graveyard shifts)
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes Coins culture welcomes new ideas backed up by data to create an impact. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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