Customer Success Associate

  • Luno
  • Jakarta, Indonesia
  • Jun 15, 2022
Full time Customer Service

Job Description

About the team:

A little about the Customer Success 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 (soon), Europe, South East Asia and South Africa. This team is passionate about delivering fantastic customer support experiences that build customer loyalty and love for Luno. 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. We will be 250+ passionate global Lunauts in this team by the end of 2021.

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 Lim’s team, meet: Valerie

Your mission will be:

  • 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. 

A little about you:

  • Excellent writing and communication skills in English and Bahasa Indonesia.
  • 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.
  • Indonesian only.

Life at Luno:

  • Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
  • Remote but reachable work policy gives you the freedom to choose between working from home or the office.
  • Improve body and mind, with excellent private medical insurance. 
  • Free training courses on Udemy and CodeAcademy.
  • 0 fees with Luno from the day you start.
  • Generous maternity / paternity and even paw-ternity for your furry friend.
  • Annual Inspiration Day.
  • 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.
  • Free access to Headspace – a full library of guided meditations, sleep stories, and music.

About Us:

Luno makes it simple to buy, store and explore crypto. More than 10 million people have chosen to invest in crypto with Luno using our platform, which is available on Apple, Android and as a desktop experience. We’ve enabled over $52bn of transactions and we securely store over $1bn for our customers around the world.

Our mission is to put the power of crypto in everyone's hands because we believe that giving people access to a robust and fair financial system is a basic human right. We are with customers at every step of their investment journey with clear, jargon-free information and an easy-to-use app experience that helps people get started from as little as $10.

In order to make crypto accessible to everyone, everywhere, we’re on the ground in more than 40 markets across North America, Africa, Asia and Europe. We are registered with all local financial intelligence authorities and proud of our strong AML measures and world-leading compliance teams. All the crypto we store for our customers is regularly verified by independent auditors.  Luno is the trusted guide that will bring crypto to over 1 billion people by 2030.