Job responsibilities:
Carry out effective online customer communication and management, and guide customers to use products correctly.
Be responsible for developing and maintaining good customer relations; Identify and assess customers’ needs to achieve resolution.
Manage all flows of inbound customer requests and issues via email, online chat and phone; Identify and assess customers’ needs to achieve resolution; Triage tickets to the appropriate internal departments and working with them to resolve the issue.
Work with interdisciplinary teams (i.e. Engineering, Compliance, Security), escalating issues and collaborating with appropriate parties to establish protocol on new processes; Create process enhancements and efficiencies, and manage any projects to completion.
Possible occasional weekend or after-business hour coverage.
Other Ad-hoc activities office work related.
Job requirements:
Experience in a customer support capacity or equivalent.
Confident verbal communication and polished written communication, both in English and Chinese.
Be articulate, clear-minded, good interpersonal communication skills, and have a strong sense of customer service.
Patient and meticulous, hardworking, strong sense of responsibility, and can work under pressure.
Basic understanding of Financial Markets and Trading; Customer service experience in securities and futures industry is preferred.
Familiarity with blockchain is preferred.
Entry-level are welcome to apply.