Job Description:
As a Customer Support Specialist, you will be responsible for providing timely and professional service support to global users through various channels including online chat, ticketing systems, and social communities (Telegram, Discord, X, etc.). Your primary duties will include:
- Assisting users with inquiries and issue resolution related to account registration, deposits, trading, withdrawals, and other transactional processes.
- Addressing user concerns regarding transaction anomalies, asset reconciliation, and security verification procedures.
- Compiling and documenting frequently asked questions (FAQs) to provide feedback to product and technical teams for continuous improvement.
- Maintaining community order and assisting in user relationship management to enhance retention rates.
- Participating in customer service data analysis and initiatives aimed at improving service quality.
- Collaborating with cross-functional teams to ensure seamless user experiences and operational efficiency.
Job Requirements:
To excel in this role, you should meet the following qualifications:
- Bachelor's degree or higher with 2-5 years of customer service experience in the cryptocurrency exchange industry.
- Strong understanding of blockchain technology, digital currencies, DeFi, Web3, and related concepts.
- Excellent communication skills, customer service orientation, and problem-solving abilities.
- Malaysian nationality with fluency in both English and Chinese; proficiency in spoken English is highly preferred.
- Willingness to work in rotating shifts, including weekends and public holidays.
- High level of confidentiality, responsibility, and professionalism under pressure.
Benefits:
We offer competitive compensation packages along with attractive benefits, including:
- Negotiable salary based on experience and qualifications.
- Equity incentives from a publicly listed company.
- Opportunity to work in a dynamic and diverse international team environment.
