Job Description:
1. With a user-first mindset, handle and resolve complex and escalated customer cases related to transactions, compliance, and general inquiries. Your role is crucial in transforming challenging situations into positive experiences by providing timely, accurate, and empathetic support.
2. Gain an in-depth understanding of our platform and products to not only resolve issues effectively but also guide and educate users, helping them trade with confidence and use our services seamlessly.
3. Collaborate closely with internal teams such as Product, Technology, and Risk Control to communicate user feedback, advocate for customer needs, and contribute to improving the overall platform experience. Your insights will help create a more user-friendly and reliable service.
4. Maintain the highest standards of service quality in every interaction. Through professional communication and a patient, solution-oriented approach, you will build trust, enhance user loyalty, and uphold our commitment to exceptional customer support.
Job Requirements:
- Bachelor's degree or higher in a relevant field.
- 1+ years of work experience in the cryptocurrency/fintech industry.
- Professional working proficiency in English and Chinese.
- Experience in business process management and optimization is preferred.
- Excellent problem-solving and communication skills.
- Ability to work independently and collaboratively in a high-pressure, fast-paced environment.
Benefits:
- Fixed monthly salary + performance bonus. The total compensation will be determined based on individual experience, job fit, and performance results.
- Night shift allowance will be provided for employees involved in night shift schedules.
- Transportation subsidy for Malaysia onsite positions, subject to job arrangements and final offer communication.
- Year-end bonus will be awarded based on company performance and individual annual performance evaluation.
- Supplementary medical insurance, holiday benefits, and team-building activities are provided.
- Systematic training will be provided upon joining. Outstanding performers will have opportunities for career growth into senior customer service, team leadership, training, or quality assurance roles.
