Customer Success Specialist

Customer Experience – Customer Success /
Permanent /
At Swyftx, we're not just building a fintech scaleup; we're shaping the future of Australia's digital currency industry. With over 800,000 users, we have our sights set high, aiming to be Australia's most trusted cryptocurrency trading platform and the next billion-dollar success story. 

As a Customer Success Specialist at Swyftx, your role is more than just a job; it's an opportunity to leave your mark on an industry-defining company. In this role, you will deliver an optimum customer experience with a personal, professional, and reliable approach.  

Some of your key responsibilities in this role will include:

    • Outbound Calling: Proactively connect with customers through phone calls, establishing yourself as a trusted advisor on the features of our platform. 
    • Build Relationships: Engage with customers via phone, email, and live chat to build strong relationships and ensure their satisfaction. 
    • Troubleshoot and Problem-Solve: Identify and address customer needs, resolving any issues or challenges to ensure they have a great experience with Swyftx. 
    • Document Interactions: Accurately document all customer contact and enquiries in the CRM system. 
    • Collect Feedback: Capture customer feedback and share insights with the Product and Marketing teams to drive continuous improvement. 
    • Continuous Learning: Stay up-to-date with the latest developments in the Swyftx product and platform, applying this knowledge to enhance customer interactions and support. 

To ensure success in this role, you should possess:

    • Experience in cryptocurrency, paired with a strong understanding of financial markets. 
    • Confidence and proficiency in outbound calling, with a proven ability to build rapport over the phone. 
    • Exceptional verbal and written communication skills, with the ability to adapt your style to suit different personalities and situations. 
    • The ability to quickly and effectively identify opportunities that add value for customers. 
    • Strong multi-tasking and prioritisation skills in a fast-paced, high-pressure environment. 
    • The ability to establish strong working relationships and work effectively with others to achieve goals. 
    • Consistent follow-through on promises and commitments, acting upon feedback to continuously improve behaviour and results. 

Some of our perks and benefits include:

    • Unlimited fee-free trading 
    • Career growth, training, mentorship, and development opportunities 
    • Social activities, game breaks and recognition awards 
    • Fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit, snacks and kombucha 
    • Weekly catered lunches on a Wednesday 
At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.   
If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact then click ‘apply now’.  
We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.