Job Description
Help troubleshoot problems for customer accounts and other account related issues, offering comprehensive trading and campaign information. Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Demonstrate an in-depth understanding of products, functions, features and benefits. Assist with users via live chats, ensuring prompt and accurate responses. Identify and escalate enquiries accordingly, resolving issues collaboratively with relevant teams. Manage institutional Telegram chats, providing high-quality support to institutional clients. The role requires a minimum of 2 years’ experience in customer service, proficiency in CRM systems and data analysis, and excellent communication skills. Familiarity with Intercom Ticketing System and institutional APIs are highly desirable. Strong written and spoken Japanese & Chinese skills, knowledge of cryptocurrencies, and availability to work in the Asia Timezone are assets.