Customer Service Specialist

Responsible for addressing customer inquiries through live chat, email, and ticketing systems, helping customers understand platform products and usage rules. For issues requiring operational support, the role will collect the necessary information, escalate the matter to the Operations team, and follow up to ensure timely resolution and feedback.

Key responsibilities

Customer Enquiries

• Respond to customer enquiries relating to registration, identity verification, account security, deposits and withdrawals, trading operations, fees, promotions, and other platform-related matters.

• Provide accurate and easy-to-understand explanations.

Product & Rules Explanation

• Help customers understand platform rules, including order status, margin requirements, liquidation, and trading hours for different products.

• Provide explanations based on published platform information and the internal knowledge base.

Issue Handling & Escalation

• Handle enquiries relating to delayed deposits, withdrawal issues, account or trading problems.

• Collect necessary information such as order numbers, transaction hashes, timestamps, and screenshots, and escalate cases to the Operations team for investigation and resolution.

Follow-up & Complaint Handling

• Monitor ticket progress and proactively update customers on the outcome.

• Handle customer dissatisfaction and complaints patiently, and escalate matters promptly when they cannot be resolved directly.

Record Keeping & Knowledge Management

• Accurately document customer enquiries and handling processes.

• Organise frequently asked questions, standard response templates, and FAQs, and provide feedback on common customer difficulties or product usage issues.

Service Standards & Procedures

• Follow required identity verification procedures, protect customer information, and comply with service standards and shift handover procedures.
• Actual deposit/withdrawal processing and back-office operations are handled by the Operations team.

About you

• Prior customer service helpdesk experience is preferred. Candidates with strong learning ability and an interest in developing knowledge of digital assets and traditional financial markets are welcome to apply.

• Comfortable using computers and common office software, as well as live chat, email, and ticketing systems. Able to accurately record information and manage multiple cases simultaneously.

• Customer service experience in exchanges, brokerages, FX/CFD, or payment-related industries is advantageous.

• Familiarity with customer service platforms such as Zendesk or Sobot is an advantage.

• Proficiency in using AI tools to assist with knowledge retrieval, organise customer enquiries, improve responses, and support multilingual communication is advantageous.

• Responsible, empathetic, and able to manage emotions professionally.

• Willing to work according to shift schedules, including evening shifts, weekends, and public holidays.