Customer Service Operations Officer

6 hours ago

Mandaluyong City, National Capital Region, Philippines Nogle Full time

Nogle Philippines Inc.
is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which is tailored to the unique needs of global financial technology firms. Nogle Philippines Inc. offers several key operations positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.

About The Opportunity

The
Junior Officer II, Customer Service Operations
is responsible for delivering high-quality

customer support to our client's global users across a multi-currency digital asset exchange and derivatives platform. This position involves managing customer inquiries and issues through a variety of online communication channels.

Key responsibilities include handling sensitive financial and account-related information with utmost confidentiality and precision. The role requires providing dedicated, high-quality support to VIP account holders, mutual onboarding partners, and white-label clients via live chat and CRM systems, ensuring a seamless and professional customer service experience.

The Jr. Officer II, Customer Service Operations, may be assigned to market-specific support

channels, which could include proprietary payment gateways. This may require language proficiency and cultural familiarity tailored to specific regions.

Responsibilities

  • Assist customers on the platform by addressing concerns, requests, and queries across various communication channels, including support email, CRM systems, live chat, social media, community forums, and official messaging platforms (e.g., Telegram, WhatsApp, Discord).
  • Troubleshoot and coordinate with internal support teams and colleagues to resolve transaction, platform, wallet, and account-related issues efficiently and accurately.
  • Handle special tasks that may require additional support for VIPs, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head
  • Build up FAQ, SOP, KB, and Confluence for any new coming features and updates as required
  • Perform other tasks and duties to be assigned by Supervisor

Requirements

  • Proficient in verbal and written English language (and/or any market-based language
  • proficiency requirement)
  • Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)
  • Capacity for independent thinking, i.e. for finding ways to "new problems or improving our service" on your own and share it with team members
  • Minimum of 2 years' experience in Customer Service, BPO, or a related client-facing support role.
  • Working Knowledge on eCommerce or digital retail industry
  • Willing to work a rotational schedule, including weekends and holidays
  • Willing to work at the office/business site in Manila

Nice To Haves

  • Proficient in using Customer Service CRM and Live Chat Platform
  • Experience or knowledge in crypto or digital trading is an advantage

Perks & Benefits

  • Competitive total compensation package
  • Various team-building programs and company events
  • Comprehensive healthcare schemes for employees
  • And many more Apply and let us tell you more

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