Job Description

• Customer Support & Issue Resolution
• Provide timely, accurate, and professional responses to customer inquiries with empathy.
• Handle a high volume of interactions efficiently while clarifying complaints and offering solutions.
• Identify and escalate complex issues to internal teams (tech support, compliance, fraud, etc.) and follow up on unresolved cases.

• Product Knowledge & User Education
• Maintain an in-depth understanding of products and services (spot trading, futures, P2P, staking, etc.).
• Guide users through account setup, KYC, deposits/withdrawals, and trading processes.
• Proactively educate users on platform updates, new features, and security practices

• Compliance, Security & Risk Management
• Adhere to internal protocols and regulatory compliance guidelines.
• Monitor and report suspicious behaviours, scams, or fraud attempts.
• Ensure all interactions align with security best practices.

• Collect user feedback and report recurring issues for product improvement.
• Document customer interactions and maintain accurate case logs.
• Provide support in multiple languages as required, prioritizing bilingual or multilingual service

Job Requirements

•  Education Background: SPM & above
• Fluent in both English & Chinese (training 100% English)
• Flexibility to work in shifts (including weekends and holidays)
• Minimum 1 year Customer Service Experience or pass typing test
• Typing speed: 50+ WPM in English & Chinese
• Proficient in operating MacBook / MacMini devices
• Tech-savvy with familiarity in cryptocurrency and blockchain technology is adding advantage
  

Skills