Customer Support Specialist (Zeema)

Wallex is a FinTech company providing a secure cryptocurrency exchange platform and digital asset payment solutions.

With a vision to become a leading global FinTech enterprise, Wallex is recognized as one of the largest cryptocurrency exchange platforms in Iran, supporting the online trading of over 130 cryptocurrencies.

We are seeking a Customer Support Specialist to deliver a professional, high-quality support experience, address user inquiries, and contribute to customer satisfaction. In this role, the ability to understand customer needs, effectively introduce relevant products and services, and identify potential sales opportunities is also important.

Responsibilities:

• Respond to user inquiries and requests through all communication channels, including phone calls, live chat, support tickets, and other channels.
• Review and process user identity verification requests in accordance with internal guidelines.
• Accurately record and document all user interactions and requests in the CRM system.
• Make outbound calls to follow up on user requests and provide customer assistance.
• Investigate, analyze, and resolve user issues, ensuring proper follow-up through resolution.
• Identify customer needs and recommend relevant products and services.
• Recognize potential sales opportunities during customer interactions and follow up in accordance with established processes.
• Collaborate closely with other teams to deliver the best possible customer experience.
• Suggest practical improvements to support processes, service quality, and team performance.
• Perform other duties assigned by the Support Team Lead or Supervisor.

Requirements:

• Familiarity with Microsoft Word and Microsoft Excel.
• Basic understanding of the cryptocurrency market and its fundamental concepts.
• Strong writing skills and the ability to communicate effectively in writing.
• Strong verbal communication and interpersonal skills.
• Ability to analyze problems and provide appropriate solutions.
• Understanding of customer service principles and a customer-centric approach.
• Familiarity with basic sales principles, customer needs assessment, and effective product and service presentation.
• Good persuasion skills and the ability to communicate effectively with a sales-oriented mindset.
• Strong attention to detail and a high sense of responsibility.
• Ability to work collaboratively and effectively within a team.
• Adaptability and the ability to handle different situations effectively.

Working Hours:

8:00 AM – 4:00 PM | On-site

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