CS Specialist (English and Mandarin)

We are seeking a Customer Support Specialist (English and Mandarin) to join our customer support team. In this role, you will provide exceptional service across various business areas, including cryptocurrency trading, wallet management, and account-related inquiries. You will assist customers via live chat and other communication platforms, ensuring their questions and concerns are resolved promptly and professionally. This position requires excellent English communication skills, a strong problem-solving mindset, and the ability to work in a fast-paced, global environment.

Job Responsibilities

• Deliver timely and professional support to customers via live chat and other communication channels, ensuring a seamless customer experience .
• Handle a wide range of inquiries, including account-related issues, transaction status, platform navigation, and troubleshooting .
• Provide 24/7 customer service in rotating shifts to ensure global coverage across diverse time zones.
• Demonstrate a thorough understanding of our products and services to guide customers accurately and effectively .
• Collaborate with internal teams to escalate and resolve complex customer issues in a timely manner.
• Document customer interactions and feedback to identify common trends and provide actionable insights for product and service improvement.
• Stay updated on company policies, features, and global market trends to provide informed assistance to customers.
• Communicate effectively with customers, maintaining a professional and empathetic tone at all times.
• Share best practices and knowledge with the support team to enhance overall service quality.
• Proactively identify opportunities to improve customer experience and suggest process enhancements .

Job Requirements

• Fluency in English and Mandarin : Excellent written and verbal communication skills, with the ability to convey complex information clearly and professionally.
• Customer Service Skills : Strong commitment to delivering exceptional support and resolving customer concerns effectively.
• Technical Aptitude : Basic understanding of cryptocurrency and blockchain technology is preferred but not mandatory.
• Problem-Solving Abilities : Detail-oriented with strong analytical and troubleshooting skills.
• Team Collaboration : Proven ability to work effectively as part of a team in a fast-paced, dynamic environment.
• Flexibility : Willingness to work night shifts and rotating schedules to ensure global coverage.
• Adaptability : Comfortable handling inquiries from customers with varying levels of experience and knowledge.
• Risk Awareness : Strong understanding of data security and confidentiality best practices.
•  

Nice to have:

• Working knowledge of CRM tools, such as Zendesk.
• Familiar with crypto/finance-technology industry
• Experience working with teams across offices and time zones.

Benefits & Perks:

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Quarterly Team Building
• Medical, Health & Learning allowance up to 1000 USD/ annum
• Career growth and promotion
• Employee engagement, recognition and appreciation program.
• Multinational working environment
• Free flow snacks and drinks