Customer Service & Support Representative

About the Role:

Our CS team serves as the primary point of contact for our clients. We strive to provide our customers with a high-quality experience across all of our products. To continue to achieve our goals, we are looking for a CSR to join our growing team.

As a CSR, you will be responsible for handling inbound and outbound calls, live online chat and email communications with new and existing customers. You will be passionate about our vision while providing a world-class customer experience.

Reporting directly to our CS Team Lead, you will work collaboratively with the CS team and as a liaison between multiple departments including marketing, sales, product, and operation to ensure the BOG customer voice is heard.

• Location: Tel Aviv (hybrid work)
• Language: Fluent Hebrew & English
• Reporting: Directly to Customer Success Team Manager
• Flexible work schedules - Shifts work
• Shifts Schedule: Sunday to Thursday, 09:00-14:00 or 14:00-18:00.

Sunday and Thursday are mandatory!

What You'll Do:

• Above all else - provide a best-in-class customer service experience, over the phone and through various communication tools responding to client requests and anticipating unstated needs, while maintaining a positive, empathetic, and professional attitude towards them at all times.
• Provide first-level support to the company’s clients, develop and maintain positive customer relations and coordinate with other departments within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Examine and approve new clients according to regulatory requirements.
• Proactively assist clients to complete their transactions - from creating an account to verifying the transaction has been completed and everything in between.
• Keep records of customer interactions, transactions, comments, and complaints.
• Utilize appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and problems.
• Provide feedback on the efficiency of the customer support process.

You Are:

• A People Person who provides a delightful customer support experience.
• A Team Player with a positive attitude.
• A Multitasker who is highly responsive in a fast-paced environment, and yet, well organized and detail-oriented, with excellent troubleshooting skills.
• A Passionate Learner who is eager to learn and grow in the CS and Cryptocurrency fields.
• Crypto-curious. Self-motivated, intellectually curious, data-driven, knowledgeable, and passionate about crypto and blockchains - a major plus.

You Have:

• Outstanding interpersonal skills, with the ability to communicate and present complex issues clearly and correctly to both internal stakeholders and external customers (verbal and written).
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
• Integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
• Previous CS experience handling incoming customer queries - Major Advantage!
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality.
• Experience with the technologies we use, including but not limited to:

- Google suite of applications

- Slack, Whatsapp

- Freshdesk

- Microsoft Office suite

• Bachelor's degree - preferred, but not required.
• Fluent in Hebrew and English (Verbal and written).
• Second Language (Arabic, French, Russian etc.) - Major Advantage!
• Availability to submit at least 4-morning shifts and 3-afternoon shifts a week.
• Sunday and Thursday are mandatory!

About us:

Bits of Gold is Israel's premier cryptocurrency trading platform, empowering individuals, businesses, and institutions with seamless buying, selling, and secure holding of digital currencies like Bitcoin and Ethereum. Our mission is to shape the future of finance by advancing digital currency infrastructure. With a vision to be a trusted financial institution delivering cutting-edge services in the realm of digital currencies, we are committed to making a lasting global impact.