Customer Success Associate - English

WeFi; Philippines; Remote; PHP 446,000 - 670,000; Full time

Job summary

WeFi is seeking a remote customer support specialist to join its 24/7 global team. You will respond to inquiries via live chat and email, follow policy guidelines, and coordinate with internal teams to resolve issues.

This contract role may require weekend work and you will help train AI models, using a translator tool when responding to customers. Strong English language skills and empathy are essential.

Qualifications

• Proficiency in English and other languages is a plus.
• Crypto knowledge is a plus but not mandatory.
• Customer Service Experience is essential.
• Great communicator in English with clear written skills.
• Experience responding to customers via chat and email.
• Strong attention to detail in all interactions.
• High emotional intelligence and customer empathy are required.

Responsibilities

• Respond to customer enquiries in a timely, courteous, and professional manner via Live Chat and Email according to company policies.
• Collaborate with internal teams to resolve customer issues when needed.
• Report trends or issues identified from frontline interactions to the appropriate teams.
• Escalate inquiries to back-office teams when required.
• Contribute to training the AI model with improvement suggestions.
• Use the Translator tool to respond to customers as needed.

Skills

English proficiency

Multilingual

Customer service

Crypto knowledge

Attention to detail

Emotional intelligence

Chat & email support

Job description

About WeFi :

At WeFi , our mission is to transform the traditional banking model into decentralized financial infrastructure that is smarter, stronger and more inclusive. We believe access to the global economy is a fundamental right. We envision a financial infrastructure that is open, programmable and borderless, where anyone regardless of location or background can build, access and participate in the global financial system.

Overview:

We are a dynamic and fast growing L1 support team with Associates from all around the world providing 24/7, 365 day, First in Class Customer Support Experience. This role provides a high level of independence built on trust and integrity, but as a team, we are also dependent on each other to fulfill our mandate which is providing excellent service to our Customers. We value hard work and if you prove yourself, there may be opportunities for upward movement within the team. This is a Remote Contract role which will require some weekend work.

The Role:

• Respond to Customer Enquiries in a timely manner courteously and with the highest level of professionalism using Live Chat and Email in accordance with company policies and guidelines.
• Work closely with internal teams when necessary to resolve customer enquiries.
• Report upwards, any trends or any issues identified from the frontlines.
• Escalate enquiries when required to our back-office teams.
• Contribute to training our Ai model with improvement suggestions.
• Ability to use our Translator tool to respond to Customers.

Required Skills:

• Proficiency in English and other languages is a plus
• Experience in Crypto is a plus but not mandatory
• Customer Service Experience
• Great communicator in both English..
• Experience in responding to Customers using Chat and Emails
• Strong attention to Detail
• High levels of emotional intelligence and empathy for customers.