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Title: Fully Remote: Onboarding Agent – Contract (Remote)
Location: worldwide
JobDescription:
Purpose:
As an Onboarding Agent at VALR, your primary responsibility is to provide exceptional customer support to users during the onboarding process. You will play a crucial role in ensuring a smooth and seamless experience for new customers while addressing their queries and concerns promptly and effectively.
What will you be doing:
- Take ownership of customer queries and tickets allocated, resolving them independently or seeking technical support when needed.
- Comply with service level agreements by delivering high-quality solutions and timely resolution of customer queries.
- Assist customers with various onboarding processes, including retail and corporate onboarding, basic transaction and trading queries, and providing support to clients who have been scammed.
- Escalate more complex queries to higher-level support teams while maintaining ownership of the query and ensuring customers are kept informed of progress.
- Ensure that queries are handled in an understandable manner using simple language to facilitate customer understanding.
- Make recommendations for improvements in onboarding systems and processes to enhance customer experience and efficiency.
- Assist the team as needed to foster a collaborative work environment and contribute to overall team success.
- Train other team members to enhance their efficiency and skill development in onboarding support.
- Actively seek opportunities for learning and development to upskill oneself and stay updated with industry trends.
- Offer assistance and gain exposure in various areas of interest within the business to contribute to personal and professional growth.
- Participate in projects aimed at improving onboarding support and overall business operations.
What we look for in you:
- Previous experience in customer support or onboarding, preferably in the cryptocurrency or financial industry.
- Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and understandably.
- Strong problem-solving skills and ability to think critically to address customer queries and concerns effectively.
- Ability to work independently while also being a team player, willing to collaborate and support team members as needed.
- Strong attention to detail and organisational skills to manage multiple tasks and priorities effectively.
- Proactive attitude towards learning and development, with a willingness to upskill oneself and stay updated with industry developments.
- Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
- Ability to remain calm and composed under pressure while maintaining professionalism and empathy towards customers.
What can you expect from VALR:
- Competitive salary: Get paid well to work in an exciting industry
- Leave: Compliance with statutory leave required by inidual countries, in addition to flexible leave
- Remote work: Work from wherever you like – Employees to ensure that there is secure, stable internet connectivity to effectively work remotely
- Home office setup: Mac laptop and a discretionary allowance to buy all the extras needed to work happily from home – all of it yours to keep after 3 years. Terms and Conditions will apply.
- Learning fund: An annual upskilling budget of R16,000 per employee, which will be converted to the respective currency of the employee’s payment, in addition to scheduled VALR training.
- Performance bonus: When you contribute to VALR’s success, you’ll be rewarded with discretionary bonuses
- Regular get-togethers outside of work (COVID permitting)
- Annual company retreats (COVID permitting)