Join the Pioneer Crypto Brand in the Philippines!
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
Deliver a high-quality customer experience by providing timely, accurate, and professional support to customers through email and chat communication channels, addressing general inquiries related to user accounts, products, services, and platform features.
Assist users with concerns regarding fiat transactions, including cash-in, cash-out, bank transfers, fund transfers, bills payment, and other supported payment services by investigating issues and providing appropriate resolutions or escalating cases when necessary.
Respond to customer inquiries regarding account access, verification, profile updates, transaction status, and other account-related concerns while ensuring compliance with established service level agreements (SLAs).
Monitor, analyze, and identify recurring customer concerns and trends, providing recommendations to improve customer experience, processes, and service quality.
Serve as the primary safeguard in ensuring compliance with consumer protection guidelines and internal policies in every customer interaction.
Maintain a culture of compliance, data privacy, and security by adhering to Bangko Sentral ng Pilipinas (BSP) regulations, company policies, and applicable industry standards.
Collaborate closely with cross-functional teams, including Marketing, Compliance, Product, Operations, and Payment Operations, to resolve customer concerns, enhance products, improve customer journeys, and increase operational efficiency.
Accurately document customer interactions, investigations, escalations, and resolutions in the company's customer support systems.
Perform other related duties and ad hoc tasks as assigned to support business and operational requirements.
What we expect from you
Bachelor's degree in Business Administration, Management, Finance, or a related field.
Excellent verbal and written communication skills in English.
Strong analytical, problem-solving, and organizational skills with keen attention to detail.
Self-driven, proactive, and able to work independently with minimal supervision.
Demonstrates integrity, professionalism, and a high level of accountability.
Adaptable and able to thrive in a dynamic, fast-paced environment.
Customer-focused with a passion for delivering exceptional service and building long-term customer relationships.
Willing to work on a shifting schedule (including morning, mid, and graveyard shifts) as well as weekends and holidays, based on business requirements.
Join the Coins Team Now!
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.
