CS Specialist (Mandarin)

Bitget; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Bitget is looking for a dedicated customer service representative to assist global customers with enquiries and complaints through various channels. The role involves maintaining up-to-date knowledge about the company's products and services while escalating unresolved issues appropriately.

The ideal candidate has at least 1 year of experience in a customer service role within the fintech sector, is fluent in Mandarin and English, and displays strong communication and problem-solving skills.

Qualifications

• Minimum 1 year of experience in customer service in the banking, financial, or fintech sector.
• Willing to work in a 24x7 operational schedule.
• Ability to navigate difficult situations and remain calm under pressure.

Responsibilities

• Attend to inquiries/issues from global customers through various channels.
• Handle complaints and conduct investigations comprehensively.
• Liaise with internal and external teams to manage feedback.

Skills

Verbal and written communication in Mandarin and English

Customer service experience

Problem-solving mindset

Time management skills

Education

SPM or Diploma or Degree in a related field

Job description

What you'll do

• Attend to all inquiries/issues from global customers through multiple supported channels, e.g. email, LiveChat, etc.
• Handle customer's complaints and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and stored in the designated location.
• Liaise with both internal & external teams to handle complaints and feedback related to our products and services, e.g. website, platforms, etc.
• Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
• Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

What you'll need

• SPM or Diploma or Degree in any related field.
• Minimum 1 year of experience related to customer service experience in the banking, financial and/or fintech sector.
• Excellent verbal and written in Mandarin and English language. Multilingual in writing and speaking would be a plus.
• Willing to work according to schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
• Solution mindset: Passionate in finding right solution(s) for the customer, and resolving the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Quick learner: Ability to ramp up quickly and act on feedback constructively.