Customer Service Representative (Cryptocurrency)

We are looking for a proactive, customer-centric Customer Service Agent who brings a strong can-do attitude, passion for helping people, and commitment to delivering an excellent end-to-end customer experience.

You will handle customer interactions across multiple channels and ensure every issue is resolved with accuracy, empathy, and ownership.

RESPONSIBILITIES

Customer Interaction & Case Handling

Handle inbound & outbound calls, emails, live chats, and social media channels (Facebook, LINE).
Manage customer complaints with professionalism and provide clear solutions and timely follow-up until resolution is secured.
Identify customer needs and pain points, and provide accurate, comprehensive, and helpful information.

Customer-Centric & End-to-End Journey Focus

Take ownership of each case from start to finish (end-to-end).
Demonstrate empathy and active listening to ensure positive customer experience.
Proactively suggest improvements or alternatives that enhance customer satisfaction.
Provide insights into recurring issues to improve product, process, and CX design.

Communication & Collaboration

Communicate effectively with internal teams (Operations, Product, Compliance, etc.) to obtain information or resolve issues.
Follow communication protocols, guidelines, and policies to ensure consistent service quality.
Support cross-functional teams with customer liaison tasks when needed.

Operational Excellence

Work in a shift-based environment within 24-hour operations.
Maintain accuracy and attention to detail while handling multiple tasks.
Uphold service standards including response time, resolution time, and data accuracy.

WORK EXPERIENCE REQUIREMENTS

Bachelor's degree in any field
1+ year of experience in Customer Service or equivalent
Good command of English (written & spoken) – TOEIC 600+ preferred
Basic computer and typing skills
Ability to multitask, prioritize, and work well under pressure
Willingness to work shifts, including weekends & night shifts
Experience or knowledge in cryptocurrency, blockchain, or trading is a strong advantage
Positive, Can-Do Attitude — proactive, solution-driven, and willing to learn
Customer-Centric Mindset — able to understand customer needs deeply and deliver exceptional service
Ownership of End-to-End Cases — committed to resolving the customer's issue fully