Customer Success Specialist
We are seeking a motivated and customer-focused Customer Success to join our established team in Indonesia. As part of OSL, you will play a vital role in ensuring exceptional service delivery to our growing customer base in the region. This position offers an exciting opportunity to lead a dynamic team in a fast-paced environment, supporting OSL's commitment to excellence in the digital asset space.
Key Responsibilities:
- Ensuring they deliver high-quality service and support to our customers. Respond promptly and professionally to customer inquiries through various channels (live chats, emails), providing guidance and solutions.
- Utilize CRM tools to manage, track, and resolve customer interactions efficiently while maintaining high standards of accuracy.
- Handle escalated complex issues, collaborating with senior team members and other departments to resolve them effectively.
- Analyze customer feedback and metrics to identify areas for improvement in service processes and implement changes as needed.
- Develop and maintain strong relationships with key clients, ensuring their success and satisfaction with our services.
- Collaborate with the marketing and product teams to relay customer insights and influence product development based on customer needs.
- Ensure 24/7 service coverage by managing shifts and schedules for the team.
Key Requirements:
- Experience: 2 years in customer-facing roles, with a proven track record in leadership positions; prior experience in financial services or the cryptocurrency industry is highly preferred.
- Skills: Proficiency in CRM tools and a strong understanding of customer success metrics; excellent communication and interpersonal skills.
- Languages: Proficiency in English and Bahasa Indonesia is required.
- Attributes: Strong problem-solving skills, attention to detail, and the ability to thrive in a fast-paced environment; a proactive approach to customer success and team leadership.
Working Conditions:
- Shift Work: This position requires working in shifts to ensure 24/7 operational support and availability of digital asset platforms.
- Hybrid Work: This role is primarily remote (work-from-home), providing flexibility while ensuring you can effectively support our digital asset platforms from a location that suits you.
About OSL
OSL is the first HK-based and SFC-licensed Virtual Asset Trading Platform. Offering over-the-counter (voice and electronic) digital assets execution, an agency exchange platform, customer segregated assets and the world's best insured custody solution of digital assets. As the first SFC-licensed, HK-listed (863 HK) and Big-four-audited digital asset and fintech company, OSL is one of the largest digital asset platforms, providing principal brokerage, custody, exchange and SaaS services to institutional clients and professional investors.
