Customer Success Associate

  • Luno
  • Kuala Lumpur
  • Jun 15, 2022
Full time Customer Service

Job Description

The world is changing.

We all want something different.

At Luno, we see you as an individual.

Together, we're upgrading the world of work to unleash your potential and empower you to become the best possible version of yourself.

Upgrading the entire planet to a new financial system is a challenge of epic proportions. Like the first moon landing, it requires a special kind of people working together with unusual skill, focus and determination. We’re changing the world, and to do so, we need the best team on board for our mission. In short, to achieve our goals, we need people with exceptional talent.  As simple as that.

A little about us:

  • We make it safe and easy to buy, store and learn about cryptocurrencies like Bitcoin and Ethereum.
  • We currently have over 7 million customers across 40 countries.
  • We're part of the Digital Currency Group, a group of companies driving progress in the cryptocurrency and blockchain space that includes Grayscale, Genesis, Coindesk and Foundry Services.
  • Our platform has processed over $21 billion to date.
  • We’re proud to be one of the world’s most international cryptocurrency teams from 43 different nationalities — working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria and Singapore.

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. 

You will report into Valerie's Customer Success team, based in Kuala Lumpur.

Your mission will involve:

  • Maintaining and managing customer relationships and expectations.
  • Reading, prioritising and responding to customer queries via live chat, emails, phone calls and social media posts.
  • Discerning the major customer desires and problems and communicating them to the development team.
  • 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.
  • Investigating and reporting suspicious activity.
  • Helping with online community building, and potentially with some online marketing activities.
  • Overall, being the face of Luno and creating an amazing customer experience for our users.

In your first six months, you will:

  • Have a thorough understanding of cryptocurrency.
  • Provide input on how processes can be improved for our customers.
  • Have exposure to speciality topics in Customer Success and cryptocurrency. 

The ideal Lunaut for this role will have:

  • Excellent writing and communication skills in English and Bahasa Malaysia.
  • Bachelor’s degree preferable (Finance, Marketing, Communications or Social Media related will be advantageous).
  • 1 year of customer-facing experience (across the retail, hospitality, financial, banking or contact centre industries, ideally).
  • High attention to detail.
  • Hardworking, positive and friendly disposition, with a ‘can do’ attitude.
  • Collaborative – drive cooperation and teamwork in achieving solutions.
  • Creative, solution-driven mindset.
  • Sound judgement, professionalism, and patience when communicating with customers
  • Familiarity with cryptocurrencies will be highly advantageous.
  • Based in Malaysia only.

Remote Life at Luno:

If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

  • You'll be able to continuously upskill yourself with access to free courses on Udemy
  • Live long and prosper. We’ve got you covered with excellent private medical insurance.
  • For the crypto fans among you (should be everyone!), you'll pay preferential fees with Luno from the day you start.
  • Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend..
  • Annual Inspiration Day...for that pottery course you’ve always been meaning to do!
  • Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
  • Work is important, but your mental health should always take priority. At Luno, we do everything we can to make sure you lead a healthy and happy life. That's why Luno gives you free access to Headspace – a full library of guided meditations, sleep stories, and music.

We 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.