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About the Role
The German Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s German-speaking users. This role focuses on handling general inquiries, providing accurate information about trading products and account services, and ensuring a professional, prompt, and empathetic customer experience.
As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.
Key Responsibilities
Live Chat Responsiveness
- Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
- Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.
Customer Inquiry Resolution
- Accurately identify, troubleshoot...
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