Customer Service Specialist

About Bits of Gold:

Bits of Gold is the pioneer of digital currency trading in Israel. Our automated platform helps individuals, enterprises, and institutions to buy, sell and hold digital currency such as Bitcoin and Ethereum in a friendly, safe and trusted way in Israel and Worldwide.

About the Role:

We are looking for a customer-oriented and motivated Customer Service Specialist (CSS) to join our growing team! If you love helping people and you are eager to learn about cryptocurrencies, this is the perfect position for you!

This is a fantastic opportunity to join our excellent team, work with industry-best crypto professionals, expand your expertise in the Fin-Tech and Cryptocurrency field, and help us bring innovation to the financial sector.

• Location: Tel Aviv (hybrid work)
• Language: Fluent Hebrew & English (must), Russian (major plus)
• Reporting: Directly to Customer Success Team Manager
• Full Time

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 in completing 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
• Microsoft Office suite
• Fluent in Hebrew and English (Verbal and written).
• Second Language (Arabic, French, Russian etc.) – Major Advantage!

Diversity & Inclusion at BOG:

Bits of Gold celebrates the uniqueness of our team; we value diverse viewpoints, and experiences and are an equal opportunity employer. There is no one “BoG” kind of employee – we like it that way!

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected by law.