Job Description

About us:Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.About the team:The Customer Success team is responsible for delivering service support to Luno's 8 million customers across the globe. We are a global team with team members in the US, Europe, South East Asia and South Africa. Our mission is to provide world-class customer service via multiple channels such as calls, chat, and emails. We want to build meaningful relationships with our customers, understanding their current and future needs, and solving any issues they encounter on their crypto journey. This team is made up of leaders and specialists in the areas of workforce management, customer success service operations, quality management, customer service measurement, training, continuous improvement, programme management, customer experience design and content, to name a few. The global Customer Success team is made up of around 145 passionate global Lunuats.The role in a nutshell:As a Customer Success Associate, you'll be responsible for maintaining and managing customer relationships and expectations, while being the face of the Luno brand.Your mission will be:

• Reading, prioritising and responding to customer queries via live chat, emails, KYC and phone calls.
• Maintaining and managing customer relationships and expectations.
• Using your customer knowledge to help optimise customer engagement processes and contribute to the Luno product strategy.
• Supporting payment processing operations.
• Verifying customer documentation and guiding them through the onboarding process (FICA / FAIS knowledge advantageous).
• Monitoring transactions, investigating and reporting suspicious activity.
• Managing escalated customer contacts.
• Highlighting processes that can be more customer-centric.
• Overall, being the face of Luno and creating amazing customer experiences for our users.

A little about you:

• 2-3 years of customer-facing experience (across the retail, hospitality, financial, banking or contact centre industries, ideally).
• National Senior Certificate/Grade 12 or equivalent.
• An existing work permit for South Africa, if you are not a South African citizen.
• Reliable internet connection (Fibre 10 MB, unlimited/uncapped) and a conducive work from home set-up.
• An aptitude to assist and solve customer issues.
• Excellent writing and communication skills.
• A positive and friendly disposition, with a 'can do' attitude.
• The desire to be collaborative - drive cooperation and teamwork in achieving solutions.
• Sound judgement, professionalism, and patience when communicating with customers.
• High attention to detail.
• Clear criminal and credit record.
• Able to work shifts, including weekends and public holidays.

Advantageous:

• A genuine interest in cryptocurrencies.
• Experience with real-time chat support.

Life at Luno:

• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Plus the option to buy and sell up to 5 days leave.
• Improve body and mind, with excellent private medical insurance.
• Access to Learnably and our additional learning platforms for your personal and professional development
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno ExchangeWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Luno