Blockchain Jobs in Asia

BlockFi is looking for a Client Service Associate to join our APAC team!

About the Role:

As a Client Service Associate your main responsibility would be handling a high volume of customer service inquiries about BlockFi products and services. You would be providing support to our client via phone, live chat and email.

This position provides a large opportunity for professional growth as we scale our organization. The individual who joins our team should expect to scale with our company and be ready to take on larger responsibilities over time.

Your Mission

• Serves as the primary point of contact for internal and external clients and various departments to resolve outstanding issues, comply with Client requests, and respond to client inquiries.
• Responsible for providing amazing support that exceeds other FinTech organizations, raising the bar at every Client Interaction
• Responsible for managing client communication and engagement during the first portion of the client journey
• Actively engage with our client base from point of application through underwriting and funding
• Assess client satisfaction and extract key business needs/issues to inform future renewal and churn risk
• Align with leadership regularly to discuss and optimize account onboarding strategy and share Client feedback across functions
• When unable to resolve the problem in a reasonable amount of time, escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
• Applies company policies and procedures to resolve routine issues.
• Documents all enquiries and Client-reported issues in the client tracking system, including the reason for the inquiry, its nature, and the resolution recommended.
• Adhere to company policies and procedures, appropriate service entitlement verification and problem escalation.
• Meet or exceed established KPI's and Quality Standards
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Flexibility, versatility, dependability

Your Expertise:

• 1-2 years of industry experience in a client-facing role
• An understanding of blockchain technology and crypto assets
• Eagerness to learn and help BlockFi scale
• Excellent interpersonal and communication skills
• Excited to work in an early-stage company and have a high impact on the future of the company’s growth
• Commitment to providing exceptional Client service is a must
• Ability to effectively interact and maintain professionalism with Clients at all levels via phone, chat, and email.
• Ability to follow through on, both verbal and written, instructions and effectively adhere to company and department procedures
• Ability to work independently and as part of a team in a client-driven, fast-paced environment.
• Time-management skills are crucial to deliver solutions to both clients and internal stakeholders