South Africa Job Openings

VALR

Client Service Agent - APAC

FULL TIME

November 19, 2024

Apply here: https://valr.careers.hibob.com/jobs/0785ef0d-dd49-4509-b3ff-595d3475e88a/apply
About Us:
VALR is Africa's largest crypto exchange by trade volume, founded in 2018 and headquartered in Johannesburg, South Africa. Serving over 1 million users globally, including 1,100 corporate and institutional clients, we’re licensed by the Financial Sector Conduct Authority (FSCA) in South Africa, with additional approvals to offer services in Europe and initial approval from Dubai's VARA.
VALR distinguishes itself with a customer-first philosophy, delivering secure, transparent, and innovative solutions for both professional and retail traders.
Our Vision:
Our vision is to create a world where finance unites rather than divides. Our name, derived from the word "valour" without distinction between American and British English, symbolises our commitment to universal values of courage, ethical integrity, and the intrinsic worth of every human being. These values drive us to design a platform that breaks down financial barriers, making it as seamless to send value across borders as it is to send an email.
Our Mission:
At our core, we’re a values-driven exchange, dedicated to building a financial ecosystem that serves all of humanity. We believe in simplifying the complex world of crypto and blockchain to make it accessible to everyone, bridging the gap between traditional finance and the blockchain-powered future.
We’re dedicated to:

Serving all Humanity: Inspired by the adage "it is expensive to be poor," we’re committed to creating a financial ecosystem accessible to all, challenging the status quo and reducing the frictions of outdated systems.
Promoting for Unity: Our platform reflects our belief in a socio-financial evolution. We envision a future where the global community is not defined by national boundaries but united by a shared vision of justice and prosperity.

Job requirements:

Proven experience in a customer service role, preferably in the financial or cryptocurrency industry.
Strong communication skills with proficiency in written and verbal English (additional languages are a plus).
Excellent problem-solving abilities with a keen attention to detail.
Ability to multitask and prioritise tasks in a fast-paced environment.
Knowledge of cryptocurrency markets, blockchain technology, and trading platforms.
Understanding of regulatory requirements and commitment to compliance.
Empathy and patience in dealing with diverse client needs and concerns.
Ability to simplify technicalities involved in the VALR crypto products and services
The ability to independently prioritise tasks and effectively manage time in a fast-paced environment.

Job responsibilities:

Take ownership of customer queries and tickets allocated, resolving these while also drawing on technical support or assistance from outside of the Client Service team.
Comply with service level agreements by providing quality solutions and resolving all customer queries within 4 hours.
Assist customers with information updates on VALR's platform, unblocking accounts due to system protocols, onboarding queries, basic transaction and trading queries, and supporting clients who have been scammed.
Escalate more complex queries while maintaining full ownership of the query.
Ensure that queries are dealt with in an understandable manner using simple language.
Additional activities in this role include:
Make recommendations for improvements in customer support systems and processes.
Assist the team as and when required, fostering a collaborative work environment.
Train others within the team to enhance overall efficiency and skill development.
Upskill oneself by actively seeking opportunities for learning and development.
Offer assistance and gain exposure in various areas of interest within the business.
Participate in projects aimed at improving customer support and overall business operations.
Conduct Customer Success Quality Assurance to ensure service excellence.
Monitor and respond to Appstore reviews to address customer feedback and improve user experience.

Job benefits:

Innovative Work Environment
Engage with the latest blockchain technologies and tools in a rapidly evolving industry.
Work from anywhere with secure, stable internet connectivity, allowing you to create your ideal workspace.
Career Development
Benefit from an annual professional development allowance alongside scheduled company training sessions to keep you at the forefront of the crypto industry.
Competitive Compensation
Competitive salaries that align with industry standards.
When you contribute to our success, you’ll be rewarded with discretionary bonuses, recognising your impact on VALR’s growth.
Diversity and Inclusion
A commitment to fostering a diverse workforce with initiatives that promote equity and belonging.
Wellness
Employees are encouraged to strive for coherent and wholesome lives, fulfilling their work, personal, social, physical and spiritual goals to the best of their abilities.
Compliance with statutory leave required by individual countries, in addition to flexible leave options.
Impact and Contribution
At VALR, we believe in a financial system that recognises the oneness of humanity. Our mission is to break down financial barriers and promote universal values of courage, ethical integrity, and the intrinsic worth of every individual.
Engage in initiatives that promote education and awareness about cryptocurrencies, ensuring that everyone has the tools and knowledge to participate in the evolving financial landscape.
Dynamic Team Culture
Open communication and teamwork across departments, fostering innovation and creativity.
Enjoy social gatherings outside of work to strengthen team bonds and boost morale.
Global Exposure
Work with colleagues from around the world.
Exposure to diverse perspectives and practices in the crypto space.
Recognition and Rewards
Regular acknowledgement of employee accomplishments, fostering a culture of appreciation and motivation.
Join us for retreats that blend professional development with team bonding in inspiring locations.
Tools for Success
Receive a Mac laptop and a discretionary allowance to purchase all the extras needed for a productive home office—yours to keep after three years (terms and conditions apply).

Job Type: Full-time

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