Customer Service Specialist (English and Mandarin)

Customer Service Specialist (English and Mandarin)

This job is for a Customer Service Specialist who can communicate fluently in English and Mandarin. You will handle inquiries from global customers through various channels and resolve complaints by conducting investigations. You might like this job because it offers the opportunity to work in a multilingual environment and requires excellent people skills and problem-solving abilities.

Full-Time

Job Description

• Attend to all inquiries/issues from global customers through multiple supported channels, e.g.: email, LiveChat, etc.
• Handle customer's complaints and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and stored in the designated location.
• Liaise with both internal & external teams to handle complaints and feedback related to our products and services, e.g.: website, platforms, etc.
• Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
• Escalate any queries or unresolved matters that cannot be completed within the agreed procedure to line manager or higher, as per the operational escalation matrix.
• Minimum 1 year of experience related to customer service experience in the banking, financial and/or fintech sector.
• Excellent verbal and written proficiency in English and Mandarin language. Multilingual in writing and speaking would be a plus.
• Willing to work according to schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
• Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Quick learner: Ability to ramp up quickly and act on feedback constructively.

Job Requirements

• SPM or Diploma or Degree in any related field.
• Minimum 1 year of experience related to customer service experience in the banking, financial and/or fintech sector.
• Excellent verbal and written proficiency in English and Mandarin language. Multilingual in writing and speaking would be a plus.
• Willing to work according to schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
• Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Quick learner: Ability to ramp up quickly and act on feedback constructively.

Nice to have

• Working knowledge of CRM tools, such as Zendesk.
• Familiar with crypto/finance-technology industry.
• Experience working with teams across offices and time zones.

Skills

• Customer Service
• Problem Solving
• Multitasking

Company Benefits

Empower yourself with online learning and development classes, fostering continuous skill enhancement and professional growth.

Team Building

Work hard and play hard with our quarterly team building activities.

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