Customer Retention Representative

Position: Customer Retention Representative (Contract)
Coin Flip is a global digital currency platform company, focused on providing consumers simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network ofcryptocurrencykiosks by transaction volume with more than 5,500 kiosks across 49 U.S. states,Puerto Rico,Canada,Australia,New Zealand,South Africa,Italy,Panama, Brazil Mexico, and Spain. Coin Flip’s digital currency kiosks make buying and selling majorcryptocurrenciesaccessible and safe for consumers who wish to purchase their digital currency using cash.

Coin Flip also operates Coin Flip Preferred, a personalized over-the-counter service that provides investors with custom, white glove support for their cryptocurrency transactions. In 2022, Coin Flip launched Coin Flip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects.

Coin Flip was founded in 2015 by Daniel Polotsky,Kris Dayrit,Alan Gurevich, andBen Weiss. Headquartered in Chicago, Coin Flip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicagoby Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie  Awards for Customer Service.

To learn more about Coin Flip and how to get started on your digital currency journey, visit.

We’re seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via Whats App and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions.

Responsibilities
* Following up on abandoned potential customer registrations via Whats App messages and outbound phone calls and assisting customers with a white glove level of service to register in order to transact
* Following up on abandoned and/or uncompleted ATM transactions via Whats App messages and outbound phone calls
* Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives
* Engage with potential customers in a professional, friendly, and helpful manner
* Identify and address customer concerns, questions, or objections preventing completion of transactions.
* Provide product information, pricing clarification, and basic support where required
* Accurately update customer interactions and outcomes on the CRM or tracking system
* Escalate complex queries or issues to the relevant sales or support team
* Maintain consistent follow-up schedules to maximize conversion rates
* Ensure all communication aligns with company tone, branding, and customer service standards
* Comply with privacy, data protection, and communication regulations

Required Skills & Competencies
* Strong verbal and written communication skills (English)
* Confident telephone manner and professional Whats App communication style
* Customer-focused with a problem-solving mindset
* Strong administrative and organizational skills
* Ability to manage multiple follow-ups efficiently
* Comfortable working with CRM systems, spreadsheets, or internal tracking tools
* Attention to detail and accurate record-keeping
* Ability to work independently and meet follow-up targets

Experience & Qualifications
* Previous experience in customer service, admin support, sales support, or call center environments preferred
* Experience with online sales or e-commerce environments advantageous
* Basic computer literacy essential
* Relevant Tertiary Qualification preferred
* Relevant CRM experience preferred
* Minimum typing speed of 30 WPM
* Troubleshooting experience, Microsoft Office familiarity preferred
* Technical Acumen (iOS, Android, etc)
Key Performance Indicators (KPIs)
* Lead Conversion rate
* Abandoned cart/transaction conversion rate
* Response and follow-up turnaround times
* Quality and accuracy of customer records
* Customer satisfaction and feedback

Bonus if you have
*…