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Generalist Customer Success Associate


About us:

Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don’t do memecoins.

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

About the team:

Luno is a market leading crypto exchange on a mission to put the power of crypto into everyone’s hands. You will report into Valerie's Customer Success team, based in Kuala Lumpur.This is an amazing opportunity to join a talented and collaborative Customer Success Team

The role in a nutshell:

Embark on meaningful and rewarding work performed with unwavering integrity. In this role, you will:

  • Deliver Exceptional Customer Service
  • Provide world-class customer service, responding to inquiries and concerns via multiple channels such as calls, chat, and emails.Build meaningful relationships with customers using a consultative approach, understanding their current and future needs, to achieve positive outcomes.

Your mission will be:

  • Enhance Customer Experience
  • Meet and exceed customer satisfaction and quality goals, comply with regulations, and achieve productivity targets.
  • Adherence to shift schedules, while maintaining high productivity levels
  • Navigate Systems and Platforms:
  • Utilise systems and applications proficiently to service customers and help them troubleshoot
  • Document essential information, including payment details, customer updates, address changes, and any other pertinent information
  • Adaptability in a Dynamic Environment:
  • Demonstrate the ability to reprioritise and adapt to an ever-changing environment.
  • Flexibility in shift rotations and working hours
  • Embark on a unique career journey shaped by your talent and curiosity.

A little about you:

  • Embark on a unique career journey shaped by your talent and curiosity.
  • Maintain personal excellence by remaining positive in difficult situations.
  • Display a passion for serving customers, delivering outstanding service in every interaction.
  • Resilience and Multitasking:
  • Exhibit the ability and resilience to work in a fast-paced and dynamic environment, multitasking efficiently across multiple systems and digital tools.
  • Strong interpersonal, communication, verbal, and written skills.
  • Assertiveness and Influencing:
  • Handle difficult conversations with assertiveness.
  • Demonstrate excellent positive influencing, and resourcefulness skills.
  • Analytical Thinking:
  • Apply critical, analytical, and forward-thinking skills to problem-solving.
  • Maintain strong attention to detail in all aspects of your work.
  • Confidence in a Hybrid Working Environment:
  • Display confidence in working in a hybrid working environment.
  • Relevant Experience:
  • 1-2 years experience in customer service
  • Must be fluent in written and spoken English and Bahasa Malaysia, additional language would be an advantage

Life at Luno:

  • Remote but reachable work policy gives you the freedom to choose between working from home or the office.
  • Plus the option to buy and sell up to 5 days leave
  • Improve body and mind, with excellent private medical insurance
  • Access to Learnably and our additional learning platforms for your personal and professional development
  • 6 months primary care-giver leave
  • Paw-ternity leave for your furry friend
  • Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
  • 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
  • 0 fees up to a certain amount with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Benefits at Luno

At Luno, we make sure you are supported with our range of benefits. Here’s just some of the benefits we offer:

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Health insurance

With our health insurance you can get support when you need it most, giving you peace of mind.

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Buy and sell your holiday

Work life balance is really important to us here at Luno, and we want to put the flexibility in your hands. That's why we give you the choice to buy and sell up to 5 annual leave days each year.

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Access to Learnerbly

Your growth is incredibly important to us, and to help you continue to develop your skills, we provide every Lunaut with a personal development budget to use on Learnerbly.

Any questions?

Our team is on hand to help you with any questions you may have during the interview process. However, here’s some of the most common questions we get:

A typical process will take approximately four weeks to complete from application to offer. Depending on the nature of the role, or the process required to fill it, the duration could be longer or shorter.

Luno works on a remote but reachable model. To learn more about this, please take a look at our page about remote but reachable.

To prepare for your interview, we suggest reviewing our Moontality values. At Luno we apply these principles daily. During your interview process, you will be assessed not only on your skill alignment for the role, but also your behavioural alignment to Luno’s Moontality.

Luno welcomes and considers applications from candidates who have a right to work within the country they are applying to. At the moment, Luno does however not sponsor visas. Any employment offer made by Luno is contingent upon you maintaining the right to work in the country. Please let us know if your immigration status changes after you have submitted your application.

Unfortunately this is not something we currently offer.

We do undertake pre-employment checks, these will vary from country to country.

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