Customer Service Specialist

McCoin is seeking a proactive and detail-oriented Customer Service Executive to join our growing team. As a critical part of our operations and risk management framework, you will play a key role in delivering exceptional customer experiences while ensuring compliance, security, and operational efficiency in a fast-paced fintech and cryptocurrency environment.

The ideal candidate is a strong communicator with excellent problem-solving abilities, capable of handling customer interactions with professionalism, accuracy, and sound judgment.

Key Responsibilities

• Manage customer inquiries through live chat, email, and ticketing platforms.

• Provide clear, accurate, and solution-focused support to customers.

• Assist users with account onboarding, KYC verification, deposits, withdrawals, and transaction-related issues.

• Monitor customer interactions for potential fraud, risk, or compliance concerns and escalate when necessary.

• Meet service-level agreement (SLA) targets while maintaining high-quality support standards.

• Prioritize and resolve customer issues efficiently in a high-volume environment.

• Collaborate with internal teams to ensure seamless customer experiences and issue resolution.

• Maintain accurate records of customer interactions and support activities.

Required Qualifications

• Bachelor’s degree preferred.

• 1–3 years of experience in customer support, customer service, or client success roles.

• Previous experience in fintech, cryptocurrency, digital banking, or financial services is highly preferred.

• Experience working in fast-paced, high-volume customer support environments.

Skills & Tools

• Excellent written and verbal communication skills in English.

• Arabic language proficiency is an added advantage.

• Strong multitasking and organizational abilities.

• Basic understanding of cryptocurrency, blockchain, KYC, AML, and compliance procedures.

• Experience using CRM systems, helpdesk software, and ticket management tools.

• Strong analytical and problem-solving skills.

Soft Skills

• Customer-centric mindset with exceptional communication skills.

• Ability to remain calm and professional under pressure.

• High attention to detail and accuracy.

• Strong sense of ownership, accountability, and initiative.

• Sound decision-making and risk awareness.