Client Service Analyst - Livechat (Turish required)

Accountabilities

• Respond to customer inquiries through live chat and email, providing timely, accurate, and professional support.

• Deliver a consistently high-quality customer service experience by understanding customer needs and offering appropriate solutions.

• Maintain strong knowledge of the platform, products, services, and relevant market developments.

• Manage and follow up on inquiries and complaints from existing and prospective customers, ensuring issues are addressed effectively.

• Translate customer concerns and recurring feedback into constructive insights and recommendations for management.

• Monitor frontline operations, identify discrepancies or potential risks, and escalate relevant issues to management promptly.

• Collaborate with team members to maintain smooth daily operations and efficient service delivery.

• Identify opportunities to improve team performance, workflows, and customer support processes.

Requirements:

• A bachelor’s degree in finance, economics, mathematics, or a related field is preferred; a diploma in business administration or business management is the minimum educational background indicated.

• Approximately 2–4 years of customer service experience is preferred, particularly in frontline support involving live chat and email.

• Experience in financial services, financial technology, or cryptocurrency-related businesses is an advantage.

• Strong numerical and analytical skills, with the ability to interpret figures, recognize discrepancies, and work confidently with statistics.

• Proficiency in both Turkish and English, including reading, writing, and professional communication; Turkish reading and typing are mandatory.

• A genuine interest in fintech, digital assets, and cryptocurrency trading, with motivation to develop specialist knowledge and build a long-term career in the industry.

• Strong problem-solving and communication skills, with a customer-focused approach and the ability to respond constructively to requests for assistance.

• A proactive, self-driven team player who demonstrates accountability, adaptability, attention to detail, and a commitment to continuous improvement.

• Willingness to work five-day rotating shifts, including weekends and public holidays. Listed shift schedules are 8:00 AM–5:00 PM, 4:00 PM–1:00 AM, and 12:00 AM–9:00 AM.

Benefits:

• Professional development:Access to a study and growth fund to support ongoing learning and skills development.

• Team activities:Participate in internal events, workshops, and team-building activities that encourage collaboration and innovation.

• International collaboration:Work alongside colleagues from diverse backgrounds in a global environment.

• Career advancement:Explore opportunities for professional growth within a rapidly expanding digital finance business.

• Internal mobility:Access internal opportunities to develop your skills, explore new roles, and build a long-term career.