Job Responsibilities:
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Provide professional customer support for users of BGW and Asset-related products/services through, email, and other support channels.
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Handle user inquiries related to BGW and Asset services, including account issues, asset deposits and withdrawals, transaction status, balance discrepancies, order cancellations, delays, and service-related complaints.
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Investigate and resolve user cases by reviewing transaction records, system logs, user-provided evidence, chat history, and relevant supporting documents.
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Communicate effectively with users, merchants/partners, and internal teams to ensure timely, accurate, and fair case resolution.
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Identify suspicious transactions, potential fraud, scam reports, abnormal account activity, and asset-related risks; escalate cases to the Risk, Compliance, Security, or relevant teams when necessary.
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Guide users through BGW and Asset-related processes, platform rules, transaction requirements, security best practices, and case escalation procedures.
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Ensure all support cases are handled in accordance with internal SOPs, compliance requirements, risk-control policies, and service quality standards.
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Accurately document case details, investigation findings, resolutions, and user feedback in the CRM/ticketing system.
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Collaborate closely with Operations, Risk, Compliance, Product, Engineering, Payment, and Asset teams to resolve complex cases and improve the overall user experience.
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Report recurring user issues, system bugs, operational risks, fraud trends, user feedback, and improvement recommendations to the management team.
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Meet service KPIs, including first response time, resolution time, customer satisfaction, case quality, productivity, and compliance targets.
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Work on rotating shifts, including weekends and public holidays, as required.
