Customer Experience Agent

About the role

Koinz is looking for a Customer Experience Agent to deliver top‑tier support to its users and merchants. You will handle inquiries via phone, email and chat, resolve issues quickly, and help keep operational processes running smoothly.

Key responsibilities

• Manage customer inquiries through email, chat and phone, providing product information, solving problems and processing orders.
• De‑escalate challenging situations with empathy and conflict‑resolution techniques.
• Support merchant queries and live‑order operations, ensuring timely, one‑contact resolution.
• Prioritize a high volume of interactions, maintain procedural documentation, and report recurring issues to supervisors.
• Coordinate with internal teams to remove roadblocks, meet project timelines and uphold compliance with company standards.

Required profile

• Bachelor’s degree (or equivalent).
• Experience in live‑chat, live‑order dashboards or community support; fresh graduates are also welcome.
• Strong verbal and written English communication skills, including de‑escalation.
• Direct‑contact experience with customers and solid keyboarding ability.
• Experience in the food‑and‑beverage sector is a plus.

Required skills

• Proficient PC usage on Windows‑based applications.
• Internet navigation.
• Keyboarding skills.