Customer Success Associate

About PDAX

At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology.

As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability. We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system.

We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start-up environment.

If this sounds like you, then we'd love to talk

About the Role

A Customer Success Associate handles day-to-day customer service activities including providing product and service information, assisting customers with their concerns, and resolving problems raised by customers. With superior customer service and excellent communication skills, he/she manages multiple channels of communication with customers and sees through the entire process of concerns until resolution.

Roles and Responsibilities

• Responsible for providing support for clients by investigating, troubleshooting, and resolving customer issues across multiple support channels (e-mails, social media, and other digital distribution platforms).
• Manage and respond to incoming communications from clients on concerns and escalations.
• Accurately identify and assess customer needs and provide updates, solutions, and resolutions to achieve satisfaction in accordance with proper communication guidelines and internal target resolution time.
• Work closely with the Customer Success Team and other internal functions regarding escalated issues.
• Provide excellent customer service by engaging in open communication and building sustainable relationships with customers.
• Continuously innovate by automating available data and streamlining existing processes to ensure we are as efficient and effective as possible.
• Identify possible opportunities to strengthen and improve engagement with clients through existing CS tools.
• Manage the security features of accounts upon the client's request
• Work closely with the KYC team in responding to the clients' account related concerns in a timely manner
• Analyze data and trends and escalate suspicious client transactions in compliance with anti-money laundering regulations.
• Any other function that may be assigned by the Head of Customer Relations and Customer Success Lead.

Qualifications

• Bachelor's Degree, preferably related to communications.
• Knowledgeable of Blockchain or has trading experience
• Able to excellently manage time to multitask, prioritize, and work well under pressure, especially to anticipate contingencies concerning nature of work.
• High level of proficiency in English and Filipino.
• Ability to adapt and thrive in a fast-changing and highly-regulated environment.
• Self-motivated, detail and customer-oriented, and proactive fast learner.
• Be an excellent team player with strong analytical, communication, and organizational skills.
• Willing to work in shifts, weekends, and on holidays.

Nice to Haves

• Experience in customer service, financial service, or trading is an advantage.

Our Culture

1. We do the right thing.
   In all dealings, we act with integrity, diligence, and in good faith.
2. We think about the customer.
   We solve problems for our users.
3. We love crypto.
   We are passionate about cryptocurrency, financial markets, and how technology is changing lives.
4. We strive for excellence.
   We love challenges; we raise the bar in everything: our products, services, processes, and people.
5. We focus on the mission.
   We take ownership. We are proactive and we work hard to deliver high-impact results at a rapid pace.
6. We exercise leadership.
   In any role we play, we strive to be effective leaders.
7. We believe in continuous learning and growth.
   We pursue growth, learning, and development, and are eager to give and receive feedback.