What you'll do
- Serve as a primary point of contact for VIP customers across multiple regions, delivering a high standard of service and support tailored to their needs.
- Provide timely and effective guidance to customers on product- and service-related queries, with a strong focus on resolution and customer experience.
- Maintain a customer-first mindset, ensuring customer satisfaction is prioritized in every interaction.
- Process customer transactions accurately and maintain complete, up-to-date records of all customer activity.
- Handle customer complaints and escalations professionally, in line with established service standards and internal procedures.
- Consistently meet operational service level agreements (SLAs) and performance targets.
What you'll need
- Strong interpersonal and customer service skills, with the ability to build rapport with customers.
- Able to communicate with mandarin speaking customers
- Good analytical and problem-solving abilities, with a solutions-oriented approach.
- Excellent multitasking and organizational skills, with the ability to manage competing priorities effectively.
- Ability to handle a high volume of customer chats and inquiries while maintaining quality and accuracy.
- Team player with the ability to collaborate effectively and share workload within a customer service team.
- High level of attentiveness, patience, and professionalism in dealing with customers.
Nice to Have
- Working knowledge of CRM and customer support tools such as Zendesk.
- Familiarity with the crypto, payments, or fintech industry.
- Experience working with cross-functional teams across different offices, regions, and time zones.
