Customer Service Representative

About Bits of Gold:
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.
 
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.
 
Language: Fluent Hebrew & English (must), Russian (major plus)

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.