Customer Service Agent (English)

The job overview for this position involves providing real-time customer service through multiple channels, including email, chat, voice, and social media. The role requires liaising with internal and external stakeholders to handle complaints and feedback related to company products and services. The ideal candidate should have a diploma in finance or customer service, at least 2 years of experience in a similar role, and excellent communication and time management skills. Working knowledge of CRM tools and familiarity with the crypto/finance-technology industry are a plus. The company offers a competitive remuneration package, meal allowance, team building activities, and opportunities for growth and promotion in a multinational working environment.

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media.
• Liaising with both internal & external stakeholders to handle complaints and feedback related to websites, products, platforms, and services, etc.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Escalating any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.

• Attend to inquiries and issues from global customers on multiple channels including email, chat, voice, and social media
• Liaise with both internal and external stakeholders to handle complaints and feedback related to websites, products, platforms, and services
• Maintain a working knowledge of company products to effectively communicate with customers
• Create and maintain strong relationships with company partners and external stakeholders
• Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures
• Have a diploma in finance, customer service, or a related field
• Have a minimum of 2 years' experience as a social media agent, customer service, or a similar role
• Have excellent command of spoken and written English with multi-language skills being a plus
• Be able to work independently in a fast-paced environment
• Be willing to work according to given schedule to support 24x7 operations
• Have strong people skills: ability to navigate difficult situations and stay calm under pressure
• Have a solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making
• Have excellent time management: ability to multi-task to solve issue for Customers, while managing time
• Be a quick learner: ability to ramp up quickly and act on feedback constructively
• Have working knowledge of CRM tools, such as Zendesk (nice to have)
• Be familiar with crypto/finance-technology industry (nice to have)
• Have experience working with teams across global offices and time zones (nice to have)
• Have basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA (nice to have)
• Have call center customer service-related work experience (preferred)