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UAB „Yoursafe Innovation“

Customer Support Agent

1700-2400 €/mon. Gross
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Vilnius - UAB „Yoursafe Innovation“

Job description

As a Customer Support Agent you are providing excellent support to Bitsafe's customers. Bitsafe has a broad variety of customers. From individuals buying products and services online to online adult entertainment merchants and their talent. All these customers can have different questions and problems, which need to be identified as soon as they are received.

The Customer Support Agent role is an ever-changing and challenging position: The cardholders, merchants and talent ultimately determine what kind of cases and issues you will handle. You eat, sleep, and breathe customer service (not average service – instead, think Starbucks and Amazon). You understand that exceptional user experiences must be created in every single interaction with the customer.

You are motivated to bring a US-style customer support routine. That means that you recognize that a consistently exceptional user experience is a major contribution to the value of our brand. You are result driven: you seek to get the best results. You will be working closely with the operational and management teams.

Requirements

Your responsibilities will be:
  • Provide excellent customer support services to Bitsafe's customers by phone, email (Zendesk ticketing system) or through other channels;
  • Handle incoming phone calls;
  • Utilize various CRM and support tools and systems;
  • Review any changes customers may initiate in their accounts;
  • Confirm reviewed changes of other Customer Support Agents in customer’s accounts;
  • Process refund requests and chargebacks;
  • Escalate issues that cannot be resolved quickly and spot broader trends in support requests;
  • Ensure customer satisfaction through end-to-end management of each service request by maintaining ticket status, periodic review of service requests with reference to escalation timeframe and timely closure. Ensure follow-up with customer until issue is resolved;
  • Demonstrate customer relationship skills and maintain a positive company image during all interactions with customers.

The ideal candidate:
  • Has an excellent level of verbal and written English;
  • Is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with colleagues and the Customer Support Operations Manager;
  • Has experience in internet services or technical support, including help desk and/or customer call center environment; previous experience in a high-tech environment;
  • Has experience with Zendesk;
  • Has the ability to troubleshoot problems, research and find answers to consumer questions;
  • Has a Bachelors degree;
  • Has an affinity and passion for new internet technology;
  • Must be a team player who also works well independently;
  • Must have ability to assess and provide proactive advice or solutions;
  • Will thrive in a small business environment;
  • Has a residency and work permit in Lithuania.

Bonus points for:
  • MBA or Masters degree;
  • Experience in the online or payment industry.

Company offers

  • An international multilingual team in a fast and growing environment with offices in both Vilnius and Amsterdam (Netherlands);
  • A very competitive salary;
  • A modern, spacious office on Lvovo Street.

Are you a natural born shape shifter?

Do you enjoy working within a dynamic, informal and entrepreneurial environment? Then jump onboard and apply today!

Salary

1700-2400 €/mon. gross
UAB „Yoursafe Innovation“

UAB „Yoursafe Innovation“

Bitsafe is a Fintech scale-up with headquarters in Amsterdam and offices in Vilnius, Prague, Budapest and in the US. Started as a card processing institution in 1998, Bitsafe developed as the custodian of the 21st century, where customer’s funds are safely stored at the European Central Bank. Bitsafe opens payment accounts with IBAN for everyone in the world. Bitsafe secures payments, money and other digital assets of customers independent of their trade, profession, race, ethnic or social origin, gender, religion or sexual identity.

Across all offices we employ about 70 employees. Despite the fact that we operate in a fairly highly regulated environment, we try to eliminate as much administration as possible. Our development is iterative, but it is by no means a blind following of procedures without meaning. Thus, we push code into production as needed, several times a week. Some teams operate in Mob Programming mode, some in a more traditional fashion, and sometimes teams change how they operate depending on the need of the moment.

At our Vilnius office we are used to a hybrid working environment where we combine working at home with working from the office at Lvivo Gatve. At our Vilnius office you are able to meet colleagues from our other departments. Bitsafe offers free travel and lodging to our other offices.
information about UAB „Yoursafe Innovation“
5
Number of employees
100-200 tūkst. €
Revenue 2021 y.