Part Time German Customer Service Administrator
vor 2 Wochen
Role Overview The German Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s German-speaking users. As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.
Live Chat Responsiveness
Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.
*Accurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.
Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.
Uphold Bitunix’s core support philosophy: fast, reliable, and human-driven assistance — no AI bots, real agents only.
*Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.
*Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.
Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.
Native or fluent in German (C1/C2) and English (B2+), both written and verbal.
Experience: Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries.
Understanding of customer service CRMs and live chat systems.
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