Customer Service Representative

Company Description:
At Freedom IP Holding, we partner with you to enable the success of your unique vision and empower innovation.

A leading family office and investment fund dedicated to fintech, blockchain, and payments, we provide startups and entrepreneurs with the comprehensive support and ecosystem needed to turn bold ideas into transformative solutions.

Freedom IP Holding is looking to hire a full on-site role for a Customer Service Representative.

Tasks and Responsibilities:

• Swiftly responding to customer queries through live chat, phone calls, and other channels.
• Providing assistance to customers as needed, ensuring their concerns are addressed promptly and effectively.
• Qualifying incoming leads and entering relevant information into the CRM system.
• Promptly escalating serious complaints or complex issues beyond your scope to the appropriate channels.
• Identifying recurring issues and escalating them to management, accompanied by constructive suggestions for improvement when possible.
• Maintaining a consistently polite, helpful, and professional demeanor in all interactions.
• Gathering and sharing customer feedback with colleagues and other departments to drive continuous improvement in products and services.
• Participating in workshops and meetings as required for professional development.
• Onboarding new clients, ensuring a seamless integration and understanding of our services.
• Upholding client confidentiality at all times.
• Updating internal databases with information on technical issues and insightful customer discussions.
• Assisting in reporting the activities of the sales and customer service teams.
• Contributing to the creation of content for the knowledge base, support materials, and training resources.
• Coordinating and conducting demos for customers and new team members to guide them on our platform and tools.

Education and Experience:

• Bachelor’s degree in a relevant discipline.
• Exceptional oral and written communication skills.
• Strong sales skills.
• 1 to 3 years of experience in the same field.
• Fluency in English and French.