Position: Customer Service Support Specialist - Crypto Exchange Experience
Location: KL
Schedule: Shifting
Language Requirement: Chinese and English Bilingual
Job Responsibilities:
- Real-Time Technical Support: Provide high-quality support via online chat, handling inquiries related to deposits, withdrawals, fund transfers, futures/spot trading, and account security.
- Conflict Resolution: Respond promptly to user complaints and disputes; effectively de-escalate concerns while following internal protocols to ensure proper resolution and case closure.
- Feedback Loop: Document user issues and recurring technical bugs, relaying them to the Operations and Technical teams to drive product and service improvements.
- Compliance & Risk Management: Strictly adhere to risk control policies, including zero-tolerance for promising investment returns, operating user accounts on behalf of clients, or requesting private keys.
- Language & Localization: Assist in proofreading and localizing platform announcements, FAQs, and help center articles from English to Chinese to ensure technical accuracy and cultural relevance.
- P2P Dispute Mediation: Monitor Peer-to-Peer (P2P) trading activity and act as a neutral mediator in trade disputes to ensure fair outcomes for all parties.
- KYC Verification: Support the compliance department by reviewing identification documents for Chinese-speaking users, ensuring adherence to global Know Your Customer standards.
Job Requirements:
- Language Proficiency:Native-level fluency in Mandarin Chinese (written and spoken) is mandatory; conversational English proficiency is required for internal communication and technical documentation.
- Crypto Expertise: Solid understanding of blockchain basics, including wallet addresses, on-chain transaction statuses, gas fees, and different network protocols (e.g., ERC-20, TRC-20).
- Operational Skills: Fast typing speed with the ability to multitask in a fast-paced environment; clear, patient, and professional communication style.
- Availability: Strong stress tolerance and a willingness to work rotating shifts, including night shifts, weekends, and holidays, to support 24/7 global operations.
- Background: Prior customer support experience with crypto exchanges, wallets, or FinTech projects is highly preferred; candidates must have no history of involvement in illegal or grey-market activities.
Compensation & Benefits:
- Competitive Package: Base salary + performance-based bonuses.
- Allowances: Night shift differential, transport allowance, and language proficiency premiums.
- Growth: Opportunities for professional development in blockchain technology and internal career advancement.
Specific compensation details will be discussed during the interview process.
