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
