Customer Service Representative
Lytegen
Customer Support Agent – Spanish Fluent/Native
FreedX
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteJob Level
Junior
About the role
- As a Customer Support Agent (L1) at Freedx, you are the frontline representative for our customers, ensuring that initial inquiries are handled promptly and professionally. You will address common questions related to account setup, payment processing, trading execution and platform navigation, aiming for high first-contact resolution and customer satisfaction to provide a seamless experience. Using the knowledge base, standardized workflows and your top-level soft skills, your objective is to resolve issues effectively, swiftly and avoiding escalations as much as possible.
- - Primary Contact for Inquiries: Handle initial customer questions after chatbot engagement, providing assistance with onboarding, account management, crypto operation, trading and payment processes.
- - Onboarding Assistance: Guide customers through account setup and verification steps, ensuring a smooth entry into the Freedx platform.
- - Categorization and Escalation: Accurately categorize and log each inquiry; investigating and requesting all the necessary information if escalation is necessary.
- - First Contact Resolution: Prioritize resolving inquiries on the first contact to enhance the customer experience and reduce escalations.
Requirements
- - 1 year of experience in online customer support, ideally within a technology or finance environment.
- - Strong communication skills with the ability to convey information clearly and professionally.
- - Fluency in Spanish.
- - Familiarity with digital platforms and troubleshooting techniques.
- - Ability to follow standardized processes while maintaining empathy and attention to customer needs.
- - Multitasking skills to handle multiple chats and investigations at the same time.
- - Experience with CS tools, such as Zendesk, Freshdesk, Intercom or others.
- - Good understanding and experience with cryptocurrency operations and trading.
- - Comfortable with using all channels of support: Chat, Email, Phone and Social Media.
Benefits
- **What We Offer:**
- Competitive salary
- Flexible work schedule, remote work opportunity
- Generous paid leave
- Opportunity for professional development, participation to industry events
- *Freedx is an equal opportunity employer. We stand for an open and inclusive work environment that fosters the well-being of everyone. We embrace and encourage differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our people unique.*
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportaccount managementcrypto operationtradingpayment processingtroubleshooting techniquesfirst contact resolutiononboarding assistancemultitasking
Soft skills
strong communicationempathyattention to customer needsprofessionalism
