Customer Service Specialist

About Us: CoinTR is a fast-growing cryptocurrency exchange platform dedicated to providing secure, innovative, and user-friendly digital asset trading experiences. We aim to expand our global presence and offer world-class services to our users. Join us to be at the forefront of the cryptocurrency revolution! Role Overview: We are looking for a customer-focused and solution-oriented Customer Service Specialist to join our team. In this role, you will be responsible for delivering exceptional support to our users, addressing inquiries, resolving issues, and ensuring a seamless customer experience across multiple communication channels. You will work closely with internal teams to maintain high service standards and contribute to customer satisfaction and retention. Responsibilities: • Respond to customer inquiries via live chat, email, and other communication channels in a timely and professional manner • Investigate and resolve customer issues related to account management, deposits, withdrawals, trading activities, and platform usage • Escalate complex cases to relevant internal teams and follow up until resolution • Provide accurate information regarding products, services, policies, and procedures • Monitor customer feedback and identify recurring issues or improvement opportunities • Maintain detailed records of customer interactions and resolutions • Assist in the creation and maintenance of customer support documentation and knowledge base articles • Collaborate with Operations, Compliance, Risk, and Technical Support teams to ensure effective issue resolution • Contribute to achieving service quality, response time, and customer satisfaction targets Requirements: • Bachelor's degree • Previous experience in customer service, customer support, or a similar role • Strong communication and problem-solving skills • Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously • Customer-oriented mindset with a strong sense of responsibility and attention to detail • Interest in cryptocurrency and blockchain ecosystems is a plus • Willingness to work in shifts