Bilingual Customer Support Representative

Responsibilities

• Receive user inquiries via live chat, email, and online support tools, and provide clear and accurate responses;
• Promptly report any issues encountered during the support process and collect and organize frequently asked questions;
• Demonstrate strong business acumen, quickly master core business concepts after training; candidates with financial knowledge and experience preferred;
• Proactively identify obstacles in the user experience, uncover user needs, and drive issue resolution and process optimization;
• Able to work in shifts, including long night shifts.

Requirements

• Preference given to candidates with at least one year of customer support experience in the cryptocurrency industry or financial/banking institutions;
• Strong logical thinking skills with the ability to accurately assess users’ underlying needs;
• Passionate about customer service, focused on delivering excellent user experience, and able to provide comprehensive solutions;
• Fluent in the local language and English;
• Able to adjust communication style and tone to suit different users;
• Self-motivated with the ability to work independently in a fast-paced environment.