We are looking for a motivated and detail-oriented Customer Service Representative/Exec with a strong knowledge of Crypto to join our expanding team. As a senior team member, you will not only be the voice of Independent Reserve, delivering an exceptional and personal experience that builds trust and loyalty with every single interaction, but you will also serve as the escalation point for more complex customer issues. Your experience and skill in this field will allow you to resolve escalated issues effectively or direct them to higher-level management as needed.
The ideal candidate will have a solutions-driven and critical thinking mindset who is genuinely delighted to help customers.
Based in our Singapore office, you will support customers across Singapore, Australia, and the APAC region on a full-time basis. Reporting to the COO in Singapore, you’ll collaborate closely with teams across the business, including the OTC Desk, KYC, Compliance, and Sales.
Important Note: To ensure you’re fully equipped for this role, you will participate in a comprehensive three-month training program in Sydney, Australia. Independent Reserve will cover all travel and accommodation expenses during this period, allowing you to immerse yourself in our operations, learn directly from our Australian team, and build valuable connections with key stakeholders.
An integral role with plenty of growth and development opportunities, some of the key responsibilities will include:
- Responding to customer queries or concerns by email or phone, in a professional and timely manner.
- Serving as an escalation point for more complex customer issues and using your judgement to determine when matters require senior management’s involvement.
- Effectively and empathetically engaging with customers to identify needs and resolve concerns, including the appropriate handling of customers in vulnerable circumstances.
- Diagnosing and troubleshooting customer technical issues, including issues with devices, account access, login difficulties, and transaction errors.
- Identifying and reporting any customer request or account irregularities and proactively communicating with customers to understand their objectives and provide solutions.
- Collaborating with sales to assist with onboarding and gain a thorough understanding of the client's expectations and requirements.
- Collaborating with the KYC team to facilitate and assist with the client verification process.
- Maintaining accurate records of customer interactions and providing the business with valuable feedback and insights to improve our service.
- Staying up to date with industry trends and company policies to provide current and accurate information to customers.
- Staying up to date with regulatory training from Compliance and KYC.
Key Requirements
- Ideally 5+ years of customer service or customer support experience; previous experience in crypto or Fintech is advantageous but not essential.
- Knowledge of Bitcoin and other cryptocurrencies.
- Bi-lingual in Mandarin and English.
- General technical proficiency and familiarity with different operating systems, devices and security protocols such as 2FA.
- Strong attention to detail.
- Excellent written and verbal communication skills.
- Ability to prioritise and handle multiple customer queries or issues simultaneously without sacrificing the quality of service.
- Comfortable working with Google Suite, Slack, and quick to adapt to new systems.
Ability to communicate with customers at both a technical and non-technical level.
Proven ability to find solutions and defuse difficult situations with customers.
- Experience working in a customer-centric and dynamic environment.
Other skills and experience which would be ideal:
Familiarity with the mechanics of cryptocurrency trading as well as a solid understanding of blockchain technology, including how transactions work, types of wallets, etc.
Experience/knowledge of KYC and AML/CTF protocols.
About Independent Reserve
Founded in 2013, Independent Reserve is one of Australia’s most secure and trusted cryptocurrency exchanges, with a mission to transform digital asset technology into secure, regulated financial services.
With over 300,000 customers in Australia, New Zealand, and Singapore, we provide services like Bitcoin and Ethereum trading, an OTC desk, AutoTrader, API connectivity, and world-class security.
In 2021, Independent Reserve became the first cryptocurrency exchange in Singapore to receive a PSA license from MAS, standing out among 170 global competitors.
As we continue to grow, we’re looking for talented individuals to join our team and be part of our exciting journey in the cryptocurrency space.
This an in-office role so please do not apply if you are looking for a remote or hybrid role.
