Customer Retention Representative

About the role

CoinFlip is looking for a proactive Sales and Customer Service Agent to re‑engage customers who could not complete transactions at our Australian cryptocurrency kiosks. You will use WhatsApp and phone calls to provide white‑glove support, answer questions, and encourage transaction completion.

Key responsibilities

• Follow up abandoned customer registrations via WhatsApp and outbound calls, guiding them through the sign‑up process.
• Contact customers with incomplete ATM transactions, offering assistance to finish the transaction.
• Reach out to active users with information about convenient ATM locations or alternatives for closed sites.
• Engage professionally, address concerns, and provide product and pricing information.
• Accurately log all interactions and outcomes in the CRM or tracking system.
• Escalate complex issues to the appropriate sales or support team.
• Maintain consistent follow‑up schedules to maximize conversion rates.
• Ensure all communications reflect the company’s tone and standards.

Required profile

• Experience in sales or customer service, preferably in a call‑center environment.
• Comfortable using WhatsApp and making outbound phone calls.
• Strong written and verbal communication skills.
• Ability to work independently and follow structured processes.

Required skills

• CRM usage