Customer Experience Specialist (AU FinTech, WFH)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: P28,500 (Salary Package)
• Schedule: 24/7 Rotating Shift

This role involves providing customer support in the cryptocurrency industry, focusing on resolving complex issues, educating customers, and ensuring an excellent customer experience.

Requirements

• At least one year of experience in a business process outsourcing (BPO) environment, preferably in a customer support role.
• Customer-focused mindset with a commitment to delivering outstanding service.
• Problem-solving mindset with a willingness to go above and beyond.
• Adaptability and resilience in a fast-changing environment.
• Proactive approach to identifying process improvement opportunities.
• Professional, assertive, and efficient communication skills.
• Experience communicating with customers from diverse cultural backgrounds and varying levels of cryptocurrency knowledge.
• Proven ability to handle customer escalations confidently and professionally.
• Strong multi-tasking skills.
• A fast and stable internet connection (minimum 50 Mbps broadband).
• Must have a reliable backup internet connection.
• Experience in fast-growing companies or fully remote roles is an advantage.
• Availability to work night shifts or weekends.
• Willingness to work in the office as part of a hybrid setup.
• Language: English

Responsibilities

• Respond to customer support inquiries and provide timely updates on order status.
• Resolve complex customer issues by clearly and thoroughly explaining processes.
• Assist customers with their specific cases, educating them on identification, onboarding, order placement, and cancellations.
• Proactively advocate for customers, ensuring an excellent experience and identifying opportunities to add value.
• Make outbound calls as needed to resolve outstanding issues efficiently.
• Escalate concerns to team leaders, managers, or other departments when necessary.
• Support and mentor new team members by providing training and assistance.
• Gain experience in the cryptocurrency industry.

Company Information & Benefits

• Company: ConnectOS (Certified Great Place to Work, top-rated Philippines employer of choice)
• Client: Leading infrastructure provider based in Australia, offering embedded crypto solutions.
• Benefits & Perks:
  • WFH Medical, Dental Coverage and Life insurance from day 1 of employment.
  • Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion).
  • Competitive salary package and annual appraisal.
  • Financial Assistance Program.
  • Mandatory Government Benefits and 13th Month Pay.
  • Regular Company Events, Work Life Balance, and Career growth opportunities.

Application Instructions

• Join ConnectOS Now!

Additional Details

• Department: Customer Service / Support
• Published: 2025-06-04

Equal Employment Statement

Employment decisions at ConnectOS are conducted without consideration of age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.