Bilingual Crypto Support Specialist EN/Mandarin

Coincall Exchange; Malaysia; On-site; MYR 60,000 - 84,000; Full time

Job summary

Coincall Exchange is seeking a Customer Service Specialist to support users and platform operations with accuracy and caution. You will handle sensitive tasks including withdrawal requests, KYC/KYB reviews, and transaction-related inquiries, while delivering bilingual support in Mandarin and English.

You will coordinate with multiple teams to investigate and resolve complex cases, document actions, and monitor case progression.

Qualifications

• Fluent in Mandarin Chinese and English, both written and spoken.
• Able to work on a shift schedule, including 12-hour shifts, weekends and public holidays where required.
• High level of risk awareness, especially with withdrawals and user funds.
• Follow procedures carefully while exercising good judgement.
• Strong communication and problem-solving skills.
• Comfortable in a fast-paced environment and handling multiple cases.
• Remain calm and professional when dealing with urgent situations.
• Basic understanding of cryptocurrency, blockchain transactions and trading platforms.

Responsibilities

• Provide timely customer support in Chinese and English across online channels.
• Handle deposits, withdrawals, account/login issues and KYC/KYB verification.
• Review and process withdrawal requests according to SOPs and risk controls.
• Identify unusual activity and escalate when necessary.
• Assist with KYC/KYB document review and verification for completeness and consistency.
• Document customer cases and actions taken for internal tracking.
• Coordinate with Operations, Risk, Compliance and Tech teams to resolve complex cases.
• Support incident handling during periods of high trading activity.

Skills

Bilingual Mandarin & English

Attention to detail

Risk awareness

Problem solving

Communication skills

Ownership & accountability

Calm under pressure

Job description

Coincall Exchange is seeking a Customer Service Specialist to support users and platform operations with accuracy and caution. You will handle sensitive tasks including withdrawal requests, KYC/KYB reviews, and transaction-related inquiries, while delivering bilingual support in Mandarin and English.

You will coordinate with multiple teams to investigate and resolve complex cases, document actions, and monitor case progression.