Customer Service Representative (Estonian & English)

Responsibilities

• Handle high volumes of live chat and support tickets across assigned language queues
• Identify and evaluate customers' needs to deliver satisfaction and timely resolution
• Provide accurate, valid, and comprehensive information on platform features, products, and processes
• Manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution
• Follow communication procedures, guidelines, and policies
• Support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools
• Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed
• Go the extra mile to engage customers and deliver a best-in-class experience
• Perform other tasks as assigned by team leaders

Requirements

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong IT proficiency and ability to handle moderately technical customer queries
• Exceptional written communication skills and active listening ability
• Ability to multi-task, prioritize, and manage time effectively
• Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (required)
• Hands-on experience with bot validation, testing, or SOP/tool quality review is a plus
• Knowledge of the cryptocurrency/blockchain field is a strong advantage
• Fluent in English and Estonian
• Willing to work weekends and irregular hours which will include night shifts