Live Phone Support Customer Service Representative Contractor

hace 4 semanas

San Juan, Argentina Coinme A tiempo completo

Overview Live Phone Support Customer Service Representative Contractor - Remote LATAM at Coinme. As the world’s largest network of cryptocurrency kiosks and a provider of Crypto-as-a-Service (CaaS), Coinme enables customers to interact with digital currencies and crypto-enabled services. This is a contract position reporting to the Jr. CS Manager. Responsibilities Deliver exceptional real-time customer support exclusively via phone Handle high-volume inbound calls and resolve cryptocurrency transaction issues Build strong customer relationships through direct voice interactions Document all customer interactions accurately in the CRM during and after calls Track and report on common call drivers to identify process improvement opportunities Escalate complex issues while maintaining customer communication throughout resolution Experience Minimum of 2 years of phone-based customer support experience in technology and/or financial services Phone experience within the last 3 years Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT) Experience handling complex technical troubleshooting via phone Basic requirements Fluent written and spoken English Clear, professional verbal communication and ability to explain complex concepts simply Active listening and quick issue understanding/resolution Self-starter with autonomous work style Proficient multitasking across multiple systems while maintaining conversation flow Strong stress management in a high-volume environment Effective time management and consistent call volume Emotionally mature, patient, and adaptable in a fast-paced setting Passion for delivering exceptional phone-based customer support Interest in technology and digital currency innovation Working knowledge of Bitcoin and other cryptocurrencies Proficient in using blockchain explorers and transaction tracking tools Metrics-driven mindset with commitment to continuous improvement Experience with Customer Support CRMs and call center software Proficient in G-Suite (Gmail, Docs, Sheets, etc.) Reliable high-speed internet (minimum 25 Mbps) Professional home office setup with noise-canceling headset Backup power/internet solution for business continuity Professional appearance and mandatory camera use during video meetings and training Appropriate virtual background or professional home office visible during video calls Provide feedback on product improvements based on customer interactions Preferred requirements Experience with Intercom or similar support platforms Personal interest in Bitcoin or other crypto assets Bilingual capabilities (Spanish/Portuguese) Experience with AI-assisted support tools (Gemini, Claude, ChatGPT, etc.) Previous remote call center experience Financial services or fintech background Performance metrics Call volume: 25-40 calls per day Average handle time: Under 12 minutes First call resolution: 55%+ Customer satisfaction: 70%+ Schedule adherence: 95%+ Quality assurance score: 80%+ Location Fully Remote in Latin America (Excluding: Venezuela, Cuba). This position does not require travel. Terms Open-ended contract with performance reviews at 30, 60, and 90 days Shifts from 4:00pm to 8:00pm Pacific Time, Monday through Friday (additional shifts may be available) Must maintain 95%+ schedule adherence Seniority level Entry level Employment type Contract Job function Other Referrals increase your chances of interviewing at Coinme by 2x #J-18808-Ljbffr

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