Lowongan Kerja Remote dari Rumah Customer Success Associate (Indonesian only) (Full Time) (Luno) (Remote Negosiasi)

The world is changing. We all want something different.

At Luno, we see you as an individual, and we want to unleash your potential and empower you to become the best possible version of yourself.

Luno welcomes crypto lovers and crypto newbies. You – just like everyone in the world – are on your own unique crypto-learning journey.

We are a mission-driven cryptocurrency company that is building more open and equal access to the future of money. You don’t have to know lots about crypto to be interested in joining us, you just have to feel that upgrading the world to a fairer financial system matters, and that you’d like to be part of this global change. We’re a passionate and committed team taking on 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 need the best team on board for our mission.

If that sounds like a culture you’d thrive in, then we are excited to hear from you.

• Luno means moon in Esperanto, we chose the name because at night, wherever you are in the world, you look up at the same moon. We believe in the power of working together, as one team, across borders, with clear focus and shared purpose.

• Our popular mobile app and website helps people around the world grow and manage their money using the world’s most mature cryptocurrencies: Bitcoin, Ethereum and USDC. We’ve processed over $21 billion to date.

• Over 7 million customers across 40 countries have chosen to hold their crypto wallets on Luno because we offer a delightfully simple experience and bank-grade security.

• We’re part of the Digital Currency Group, named in 2021 as one of TIME magazine’s 100 Most Influential Companies, in the “Disruptors” category alongside Tesla, AirBnB, SpaceX, Peloton. TIME noted that DCG is “mainstreaming cryptocurrency”.

• We’re proud to be one of the world’s most international cryptocurrency teams, with colleagues from 43 different nationalities working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria, Australia and Singapore. Financial inclusion is part of our mission, but on a deeper level, inclusion is a way of life, and a way of work for us. It is part of who we are as a company, and a group of human individuals.

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.

• 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.

• 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. 

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

• Bachelor’s degree preferable (Finance, Marketing, Communications or Social Media related will be advantageous).

• 6-months 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.

 

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!

• Live long and prosper. We’ve got you covered with excellent private medical insurance. 

• You’ll be able to continuously up-skill yourself with access to free courses on Udemy, • Coursera and CodeAcademy.

• For the crypto fans among you (should be everyone!), you’ll pay 0 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.

• We have virtual cooking, dancing, drawing and house planting classes hosted by our • Lunauts to break up your day and work that other part of your brain. 

• 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.