Fully Remote: Onboarding Agent

Title: Fully Remote: Onboarding Agent –Contract (Remote)

Location: worldwide

JobDescription:

Purpose:

As an Onboarding Agent at VALR, your primary responsibility is to provide exceptional customer support to users during the onboarding process. You will play a crucial role in ensuring a smooth and seamless experience for new customers while addressing their queries and concerns promptly and effectively.

What will you be doing:

• Take ownership of customer queries and tickets allocated, resolving them independently or seeking technical support when needed.
• Comply with service level agreements by delivering high-quality solutions and timely resolution of customer queries.
• Assist customers with various onboarding processes, including retail and corporate onboarding, basic transaction and trading queries, and providing support to clients who have been scammed.
• Escalate more complex queries to higher-level support teams while maintaining ownership of the query and ensuring customers are kept informed of progress.
• Ensure that queries are handled in an understandable manner using simple language to facilitate customer understanding.
• Make recommendations for improvements in onboarding systems and processes to enhance customer experience and efficiency.
• Assist the team as needed to foster a collaborative work environment and contribute to overall team success.
• Train other team members to enhance their efficiency and skill development in onboarding support.
• Actively seek opportunities for learning and development to upskill oneself and stay updated with industry trends.
• Offer assistance and gain exposure in various areas of interest within the business to contribute to personal and professional growth.
• Participate in projects aimed at improving onboarding support and overall business operations.

  What we look for in you:

  • Previous experience in customer support or onboarding, preferably in the cryptocurrency or financial industry.
  • Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and understandably.
  • Strong problem-solving skills and ability to think critically to address customer queries and concerns effectively.
  • Ability to work independently while also being a team player, willing to collaborate and support team members as needed.
  • Strong attention to detail and organisational skills to manage multiple tasks and priorities effectively.
  • Proactive attitude towards learning and development, with a willingness to upskill oneself and stay updated with industry developments.
  • Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
  • Ability to remain calm and composed under pressure while maintaining professionalism and empathy towards customers.

    What can you expect from VALR:

    • Competitive salary: Get paid well to work in an exciting industry
    • Leave: Compliance with statutory leave required by individual countries, in addition to flexible leave
    • Remote work: Work from wherever you like –Employees to ensure that there is secure, stable internet connectivity to effectively work remotely
    • Home office setup: Mac laptop and a discretionary allowance to buy all the extras needed to work happily from home –all of it yours to keep after 3 years. Terms and Conditions will apply.
    • Learning fund: An annual upskilling budget of R16,000 per employee, which will be converted to the respective currency of the employee’s payment, in addition to scheduled VALR training.
    • Performance bonus: When you contribute to VALR’s success, you’ll be rewarded with discretionary bonuses
    • Regular get-togethers outside of work (COVID permitting)
    • Annual company retreats (COVID permitting)