Customer Success Representative

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 be able to direct issues which arise on a daily basis to the correct team within the organisation according to the processes that are already in place.

Key Responsibilities and Duties:

• Daily management of all our communication channels WhatsApp, Slack and Telegram as well as Email.
• Checking any potential tasks or items which have not been fixed.
• Ensure our customers’ queries or complaints are answered with the aim of a first-time resolution.
• Ensure we maintain a 10 mins max response time to all customers across all communication channels.
• Treating all our customers as if they are the only customer
• Responding to customer queries politely, quickly, effectively and responsibly
• Managing customer expectations in a timely and professional manner
• Working harmoniously with our Operations, Compliance & Technical teams
• Be able to track responses from clients, create and escalate issues as needed, and close issues when completed
• Please note the role involves shift work which covers these (UK) hours:
• Early 06:00 – 15:00
• Mid 08:30 – 17:30
• Late 11:00 – 20:00

A rota ensures that the shifts are worked fairly, but on occasions can be changed with other members of the team to meet unexpected events

So, what are we looking for?

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

• Must have experience in a Customer Service environment from the payments sector
• An 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 and 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 an eye for improvement
• The ability to go the extra mile for the customer 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
• Is there a good work-life balance? Absolutely, we take this seriously!
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams in our offices based in Johannesburg on a hybrid working arrangement
• We value team success where every individual can grow and prosper
• 30 days annual leave each year
• 4 days per year to priorities your mental health
• 1 company volunteering day per year
• Strong benefits package including; Medical Aid, Provident Fund, an enhanced Parental Leave policy and more