Customer Service Specialist

Responsibilities:

• Provide multi-channel support: Respond to customer inquiries promptly and professionally via live chat, email, and potentially phone, adhering to established service level agreements (SLAs).
• Resolve complex issues: Investigate, troubleshoot, and resolve a wide range of customer issues related to account management, deposits/withdrawals, trading, KYC/AML processes, platform functionalities, and general cryptocurrency queries.
• Educate users: Guide users through platform features, explain basic blockchain and cryptocurrency concepts, and provide best practices for security and safe trading.
• Manage complaints: Handle escalated customer complaints with empathy and professionalism, striving to find satisfactory solutions and ensure timely resolution.
• Maintain accurate records: Document all customer interactions and resolutions thoroughly in our CRM system.
• Collaborate internally: Work closely with other departments, including Compliance, Product, Tech, and Marketing, to resolve complex issues, escalate bugs, and relay customer feedback for product improvements.
• Stay informed: Continuously update your knowledge of the cryptocurrency market, blockchain technology, industry trends, and our platform's evolving features and policies.
• Contribute to knowledge base: Assist in developing and updating FAQs, help articles, and other self-service resources to empower users.
• Adhere to regulations: Ensure all customer interactions and processes comply with relevant regulatory requirements and company policies.
• Identify fraud/suspicious activity: Act as a critical first line of defense in identifying and escalating suspicious or fraudulent activities.
• Participate in shift work: Be prepared to work varying shifts, including evenings, weekends, and public holidays, to ensure 24/7 customer support coverage for our global user base.

Requirements:

• Education: Bachelor's degree preferred, or equivalent practical experience in customer service or a related field.
• Experience:
  Minimum 1-2 years of experience in a customer service role, preferably within the fintech, e-commerce, or technology industry.
  Prior experience in a cryptocurrency exchange or a strong personal interest in cryptocurrencies and blockchain technology is highly advantageous.
• Crypto Knowledge: Foundational understanding of cryptocurrencies, blockchain technology, decentralized finance (DeFi), trading concepts, and common cryptocurrency terms (e.g., wallet types, transactions, gas fees, staking).
• Communication Skills:
  Excellent written and verbal communication skills in English.
  Proficiency in additional languages (e.g., Mandarin, Malay, Cantonese) is a significant plus.
  Ability to explain complex technical concepts clearly and concisely to a non-technical audience.
• Problem-Solving: Strong analytical and problem-solving skills with a meticulous attention to detail and a proactive approach to issue resolution.
• Customer Focus: A genuine passion for providing exceptional customer service and building positive relationships.
• Technical Aptitude: Comfortable using various software applications, CRM systems (e.g., Zendesk, Salesforce), and communication tools (e.g., Telegram, Discord, Intercom).
• Adaptability: Ability to thrive in a fast-paced, dynamic, and rapidly evolving environment.
• Team Player: Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Integrity: High level of honesty and integrity, with a strong sense of responsibility.

Bonus Points:

• Experience with specific crypto products (e.g., NFTs, futures trading, DeFi protocols).
• Familiarity with financial regulations (e.g., KYC, AML).
• Experience with live chat support platforms.