Customer Service Executive - Chinese Speaker

Job Summary

We are looking for a resilient and composed Customer Support professional to handle client inquiries, transaction monitoring, and operational tasks during regular business hours. The ideal candidate remains calm under pressure, can de‑escalate stressful situations, and works independently while collaborating effectively with the on‑site team.

Key Responsibilities:

Respond to customer inquiries via live chat, email in a timely and professional manner during assigned shifts.
Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading.
Monitor real‑time system alerts and operational dashboards; escalate critical issues to the appropriate internal teams.
Process routine operational tasks such as KYC verification, transaction checks, and account updates.
Identify and flag unusual or suspicious activity (e.g., unauthorized withdrawal requests, wallet address changes) following company protocols.
Maintain accurate records of customer interactions, issues resolved, and follow‑up actions taken.
Collaborate with other on‑site support staff and relevant departments to ensure seamless case resolution and handover between shifts.
Stay updated on product features, policies, and security procedures to provide accurate information to clients.
De‑escalate frustrated or difficult customers with patience, empathy, and a solution‑oriented mindset.

Required Qualifications & Skills:

Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services).
Excellent written and verbal English communication skills.
Committed to working on‑site during regular shift.
Consistently shows up on time and meets shift expectations.
Takes ownership of tasks and follows through without reminders.
Clearly and professionally interacts with both customers and internal teams.
Collaborates effectively with colleagues for smooth shift handovers and team support.
Maintains consistent performance, emotional stability, and professionalism over time.
Strong problem‑solving skills and attention to detail.
Basic knowledge of cryptocurrency / forex / payment processes is a plus.
Proficiency with support tools (e.g., Zendesk, or similar CRM).
Good communication skills in Chinese and English.