Customer Success Representative

BCB Group; Johannesburg; Hybrid; ZAR 250,000 - 350,000; Full time

Job summary

A leading crypto-dedicated payment services provider in Johannesburg seeks a Customer Success Representative to manage communication channels and deliver superb service to clients. This role requires experience in customer service, particularly within the payments industry, and excellent communication skills. Candidates should be proficient in handling queries professionally and ensuring customer satisfaction while managing expectations effectively. The position offers opportunities for personal growth, 30 annual leave days, and a strong benefits package.

Benefits

30 days of annual leave

4 days for mental health priorities

Strong benefits package including Medical Aid, Provident Fund

Qualifications

• Experience in a Customer Service environment from the payments sector.
• Strong attention to detail and time management.
• Excellent written and verbal communication skills.

Responsibilities

• Manage all communication channels: WhatsApp, Slack, Telegram, and Email.
• Ensure customer queries are answered with first-time resolution.
• Collaborate with Operations, Compliance, & Technical teams.

Skills

Customer service experience

Understanding of payment rails (FPS, CHAPS, SEPA, SWIFT)

Communication skills

Attention to detail

Time management

Job description

Customer Success Representative - BCB GROUP

BCB Group is a leading crypto-dedicated payment services provider, serving many of the industry’s largest clients including Bitstamp, Crypto.com, Gemini, and Kraken. BCB Group provides payment services in over 30 currencies, FX, cryptocurrency liquidity, digital asset custody, and BLINC, which is BCB’s free, instant settlements network for the BCB client ecosystem.

Responding to corporate and institutional demand for essential and excellent infrastructure in digital asset markets, BCB Group was created by established thought leaders in finance, regulation, and technology. Founded in the UK and developed to encompass key relationships across global financial services communities, BCB Group is well positioned as one of the first multi-jurisdictional regulated cryptocurrency service firms.

The cryptocurrency and blockchain industry is growing rapidly, and we want to continue shaping the way the industry progresses. We are looking for talented, motivated, and crypto-passionate individuals to join us in ushering in this new financial revolution.

www.bcbgroup.com

The Role - What will you be doing?

We are looking for a highly motivated and enthusiastic Customer Success Representative to join our dynamic, client-facing team. The candidate needs to have an understanding of customer service and be able to liaise with customers across various communication channels and mediums. The ideal candidate thrives on being in the face of customers and giving them the attention and care they deserve as part of our platinum customer service expectations.

We are looking for someone who has had some experience in the payments industry and is familiar with how to give platinum service to our customers, no matter how large or small they are.

The ideal candidate will be able to take responsibility, solve problems, and direct issues which arise on a daily basis to the correct team within the organization according to the processes that are already in place.

Key Responsibilities and Duties:

• Daily management of all our communication channels: WhatsApp, Slack, Telegram, and Email.
• Checking any potential tasks or items which have not been fixed.
• Ensure our customers' queries or complaints are answered with the aim of first-time resolution.
• Maintain a maximum of 10-minute response time to all customers across all communication channels.
• Treat all our customers as if they are the only customer.
• Respond to customer queries politely, quickly, effectively, and responsibly.
• Manage customer expectations in a timely and professional manner.
• Work harmoniously with our Operations, Compliance, & Technical teams.
• Track responses from clients, create and escalate issues as needed, and close issues when completed.
• This role involves shift work covering these UK hours: early 06:00 - 15:00, mid 08:30 - 17:30, late 11:00 - 20:00. Shifts are rotated fairly but can be changed with team members to meet unforeseen circumstances.

So, what are we looking for?

If you can demonstrate some of the following experience/skills below, we would love to have a conversation.

• Experience in a Customer Service environment from the payments sector.
• Understanding of various payments rails such as FPS, CHAPS, SEPA, & SWIFT is an advantage.
• Disciplined to work remotely if needed.
• Good clear and quick communication skills both externally with customers and internally with colleagues.
• Ability to remain calm & polite when dealing with customers and colleagues.
• Strong attention to detail and time management.
• Excellent PC & typing skills.
• Excellent written and verbal communication skills.
• Curious and proactive about improvement.
• Willing to go the extra mile to provide world-class customer service.

So, what’s in it for you?

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team.

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.

At BCB, we believe in empowering individuals to create a culture of personal growth, together, and driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We’re passionate about our business, our people, and providing 360-degree support for success.

• The chance to operate at the forefront of our industry.
• A good work-life balance; we take this seriously!
• Open communication across all levels; everyone is accessible.
• Collaborating with teams in our Johannesburg offices on a hybrid working arrangement.
• We value team success where every individual can grow and prosper.
• 30 days of annual leave each year.
• 4 days per year dedicated to mental health priorities.
• 1 company volunteering day per year.
• Strong benefits package including Medical Aid, Provident Fund, an enhanced Parental Leave policy, and more.