[Fintech] 雙語客服 Jr. Customer Service Officer (WFH)

About the Opportunity: The task of Jr. Customer Service Officer is to provide quality customer support to our multi-currency digital assets exchange and derivatives platform’s Chinese-speaking users (Mandarin and other dialects) through its available online communication support channels. Critical tasks include observance of proper Know-Your-Customer (KYC) verification process for corresponding financial transactions in any applicable currency, among other highly sensitive account related information. Responsibilities: • Manage and handle new and existing client on-boarding and identity verification (KYC) needs as applicable • Assist with exchange platform customer concerns, requests, queries through available communication channels (support email / CRM system / live chat / social media / community channels / messaging apps (official TG, Whatsapp, Discord etc.) • Monitor, review, and process merchant payments accurately within the agreed service level as applicable • Trouble shooting and coordination with internal support and team members to handle transaction related issues • Coordination with internal support and team members to handle transaction related issues • Co-manage the team's daily tasks and performance with the CS Head • Handle special tasks that may require additional KYC screening for VIP, OTC, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head • Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required • Perform other tasks and duties to be assigned by Supervisor Qualifications: • Proficient in verbal and written English language (and/or any market-based language proficiency requirement) • Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.) • Capacity for independent thinking, i.e. for finding ways to & resolve new problems or improving our services on your own and share it with team members • With at least 2 years Customer Service / BPO experience • Working Knowledge on computers • Willing to work in a rotational schedule • Willing to work from home or at the office/business site as needed • Bachelor's degree or equivalent is an advantage