Bilingual Customer Support Representative (Required: Chinese and English)

Responsibilities

• Handle user inquiries and resolve questions via live chat, email, and online support tools;
• Provide timely feedback on issues encountered during the process and collect and organize frequently asked questions;
• Demonstrate strong business sensitivity; quickly master core business concepts after training; financial knowledge and experience are a plus;
• Proactively identify obstacles in the user experience, uncover user needs, and drive issue resolution and process optimization;
• Willing to work in shifts and extended night shifts.

Requirements

• At least one year of customer service experience in the cryptocurrency, financial services, or banking sectors preferred;
• Excellent logical thinking skills with the ability to accurately assess users’ actual needs;
• A passion for customer service and a focus on user experience, able to provide comprehensive solutions to problems;
• Fluent in Chinese and English;
• Adapt communication style and approach to different users;
• Strong self-management skills, with the ability to work independently in a fast-paced environment.