Jr. Customer Service Officer (Jakarta Based)

About BTSE

BTSE Group is a global leader in fintech and blockchain technology, anchored by three core business pillars: Exchange, Payments, and Infrastructure Development. Serving over 100 corporate clients worldwide, we provide white-label exchange and payment solutions. Our offerings encompass everything from exchange infrastructure hosting and development to custody, wallets, payments, blockchain integration, trading, and more.

We are looking for talented professionals in marketing, operations, customer support, and other departments. The roles offered may be on-site, remote, or hybrid, in collaboration with our local partner.

About The Opportunity

We are looking for a Customer Service to provide professional, prompt, and accurate customer service to all BTSE Indonesia users across various communication channels, ensuring all inquiries, issues, and complaints are handled in accordance with company standard operating procedures.

Responsibilities

• Deliver professional, responsive, and solution-oriented service through various communication channels, including Live Chat, Email, and social media.
• Handle customer inquiries, requests, and complaints by providing accurate, clear, and consistent information regarding BTSE Indonesia's products, services, features, and policies.
• Record, manage, and monitor every customer ticket within the ticketing system until resolution, ensuring compliance with Standard Operating Procedures (SOP) and Service Level Agreements (SLA).
• Conduct initial analysis and investigation into issues reported by customers, and coordinate with relevant teams when necessary to ensure a proper resolution.
• Provide education and guidance to customers regarding the use of the BTSE Indonesia platform, including the registration process, account verification (KYC), deposits, withdrawals, crypto asset trading, and available features.
  
  

Requirements

• Minimum of a Diploma degree (D3) or Bachelor's degree (S1).
• Proven experience as a Customer Support/Customer Service representative.
• Prior experience in the crypto asset, fintech, or similar industries is highly advantageous.
• Proficiency in English to understand documentation and communicate effectively via email or chat.
• Strong analytical and problem-solving skills, with the ability to work independently as well as within a team.
• Excellent, clear, and professional communication skills.
• Detail-oriented, responsible, and capable of working effectively under pressure.
• Ability to collaborate well within a team and across different departments.
• Highly adaptable to changes in processes, technology, and business needs.
  
  

Nice to Have

Prior professional experience within the cryptocurrency, digital asset, blockchain, or Fintech ecosystems.

Perks & Benefits

• Competitive total compensation package
• Various team-building programs and company events
• And many more! Apply and let us tell you more!
  
  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.