Web Chat Assistant - Remote Work

? *Job Title:** Web Chat Assistant - Remote Work? *Company:** Coinbase? *Location:** Los Angeles, California, US...? *Job Type:** Part-Time? *Seniority:** Associate Level? *Years of Experience:** Minimum 3 Years? *About Coinbase:**Coinbase is a leading global cryptocurrency exchange that allows millions of customers to buy, sell, and store digital currency. Our mission is to create an open financial system for the world, providing accessible financial services to anyone, anywhere. We foster a culture of innovation, collaboration, and personal growth, and we are dedicated to building a diverse and inclusive team.? *Job Summary:**As a Web Chat Assistant at Coinbase, you will play a vital role in providing exceptional customer support through our chat platform. You will be the first point of contact for our users, helping to address inquiries and resolve issues in a timely and efficient manner, while ensuring customer satisfaction and loyalty. Your ability to communicate effectively, think critically, and adapt to a fast-paced online environment will be key to your success.? *Key Responsibilities:**
• Respond promptly and courteously to customer inquiries via our web chat platform, providing accurate information regarding Coinbase services, processes, and policies.
• Assist customers with account-related issues, including troubleshooting, account verification, and transactions.
• Investigate and resolve customer complaints with a focus on problem-solving, using sound judgment and negotiation skills to achieve satisfactory resolutions.
• Identify and escalate urgent issues to the appropriate teams, ensuring that customers receive timely updates and resolutions.
• Collaborate with other departments such as Product and Technical Support to streamline processes and improve customer service.
• Maintain accurate customer interaction records in our CRM system, ensuring that all relevant details are documented for future reference.
• Analyze common customer inquiries and provide feedback to improve the quality and efficiency of our support services.
• Participate in ongoing training and development opportunities to stay informed about product updates, company policies, and industry trends.
• Promote a positive company image while engaging professionally and respectfully with customers, fostering a culture of trust and support.
• Support the development of online resources, such as FAQs and troubleshooting guides, to help customers resolve issues independently.
? *Requirements:**
• Minimum of 3 years of previous experience in customer support, preferably in a digital, tech, or financial services environment.
• Strong verbal and written communication skills, with a focus on clarity and empathy in customer interactions.
• Proven problem-solving skills, demonstrating resourcefulness and the ability to think critically under pressure.
• Ability to work independently while managing multiple tasks and priorities effectively.
• Strong negotiation skills to effectively address and resolve customer issues.
• Familiarity with cryptocurrency and blockchain technology is a plus, but not required.
• Basic proficiency with customer support software and tools, such as CRM systems and chat platforms.
• Ability to work flexible hours, including evenings and weekends.
? *Personality Traits:**
• Resourceful: Capable of utilizing available resources to resolve issues efficiently.
• Independent: Self-motivated and able to thrive in a remote working environment.
? *Benefits:**
• Disability Insurance: Coverage for long-term disabilities to safeguard your income.
• Paid Sick Leave: Support for maintaining personal health and well-being.
• Dental Insurance: Comprehensive dental plans to ensure your dental health is prioritized.
? *Working Environment:**At Coinbase, we encourage a culture of ongoing learning and development, providing resources and opportunities for personal and professional growth. Join a diverse team of talented individuals who are passionate about their work and committed to making a difference in the world of finance.? *Application Deadline:**Please submit your application by **October 27, 2024**.? *Equal Opportunity Statement:**Coinbase is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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