Job Description
We are seeking a professional online customer service representative who excels in efficient online communication, possesses sharp risk identification and emotional安抚 skills, and can collaborate with AI to enhance user experience.
Key Responsibilities
- Provide professional and efficient text-based consultation services to platform users via online channels, accurately addressing issues related to platform usage, transactions, and product operations.
- Handle daily customer service interactions, promptly identifying user issues and emotions to ensure effective communication and安抚, continuously improving service quality and customer satisfaction.
- Quickly identify complex, abnormal, risky, and highly sensitive user scenarios, determining whether manual intervention, escalation, or transfer is required.
- Collaborate with AI tools to monitor AI responses and user interactions, intervening manually when necessary to ensure users receive accurate and appropriate service.
- Document customer inquiries and typical issues when needed, analyze user needs and frequently asked questions, and provide feedback to relevant departments to assist in optimizing products, systems, and service processes.
- Work with the team to complete quality checks, business training, AI托管 performance monitoring, and related data analysis to continuously improve overall service efficiency and quality.
Job Requirements
- Minimum one year of customer service experience in an exchange environment.
- Familiarity with common services and products of digital asset trading platforms; prior experience or knowledge in financial industries such as stocks or futures is preferred.
- Strong service mindset and user communication skills, with the ability to accurately understand user needs and resolve issues professionally, clearly, and patiently.
- Proficiency in using AI tools and awareness of human-machine collaboration, understanding and adapting to AI托管 workflows, proactively monitoring AI response quality, and intervening manually when necessary.
- Proficiency in both written and spoken English and Chinese.
- Ability to adapt to customer service work节奏 and shift arrangements, with strong stress tolerance and a sense of responsibility.
Benefits
Enjoy a paid leave every two months, abundant team-building activities, and exclusive company events. More benefits await your discovery.
