Customer Support Representative, AstroPay
Virtual wallet with global card and savings
Job no longer available
Virtual wallet with global card and savings
201-500 employees
Job no longer available
201-500 employees
Company mission
To make easy, fast, and safe online payments accessible to all.
Role
Who you are
- Bilingual proficiency in English and Portuguese or English and Spanish
- Some experience dealing with customers, preferably in a digital environment
- Strong written communication skills, demonstrating empathy and patience in customer interactions through digital channels such as chats and emails
- Strong customer service orientation with a focus on delivering exceptional experiences
- Flexibility to adapt to changing priorities and willingness to work varying shifts
- Ability to escalate cases appropriately and collaborate with other departments when needed
- Goal-oriented with the ability to achieve daily conversation targets
What the job involves
- As a Customer Support Representative at AstroPay, you will be at the forefront of our customer interactions, providing timely first assistance to our users via email and chat
- Your role is instrumental in addressing user inquiries, troubleshooting issues, and enhancing our platform's user satisfaction
- The ideal candidate possesses some experience in customer service, is fluent in both English and Portuguese or English and Spanish, and is adept at utilizing digital channels such as chats, emails, and social media platforms
- As a key member of our customer support team, you will play a crucial role in ensuring our customers receive timely and accurate assistance, contributing to an exceptional overall customer experience
- Respond promptly and professionally to user inquiries via email or chat, demonstrating excellent written communication skills
- Ensure user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible
- Provide accurate information about AstroPay's virtual wallet features, card services, bill payments, and other offerings
- Troubleshoot and resolve basic account-related issues users encounter, offering clear instructions and solutions
- In cases requiring advanced expertise, you will escalate issues to other agents of different levels within our team, as well as collaborate with other teams, ensuring a swift and effective resolution of users' tickets
- You will be expected to contact and respond to 120 unique customers per day, either by chat or email channels
Our take
Founded in 2006, AstroPay is an online payment service that helps customers pay via VISA in any country that accepts it. Originally built as a digital solution for online purchases from foreign countries, AstroPay has since expanded to include a physical payment card as well as digital app services.
With over 200 payment methods and a commission-free service, AstroPay was a Latin American-founded company that has found its main market on that continent, competing with the likes of Monzo who have a hold on the digital payment industry in Europe. Despite AstroPay’s relative anonymity in England, the company has expanded its services to include cryptocurrency and in September 2022, partnered with Brazilian Huobi Global to enable this in Latin American nations.
As markets fluctuate in Latin America, cryptocurrency use has been on the rise, especially for younger generations. This has been promising for AstroPay’s recent expansions into the crypto market but has also drawn in large competitors such as Binance, adding more pressure for AstroPay to maintain its large client base.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Company HQ
Temple, London, UK
Salary benchmarks
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