Customer Service Executive - Chinese Speaker

Ezetop LLC; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

Ezetop LLC in Kuala Lumpur is seeking a resilient Customer Support specialist to handle client inquiries, monitor transactions, and perform on-site operational tasks. The role requires calmness under pressure, de-escalation skills, and independent work with close collaboration with the on-site team.

Ideal candidates have fintech/financial services exposure, strong English communication, and a proactive, ownership-driven mindset for smooth shift handovers and continuous service improvement.

Qualifications

• Experience in customer support, operations, onboarding or similar roles.
• Excellent written and verbal English communication.
• On-site work during regular shift.
• Punctuality and reliability in shift-based work.
• Ownership of tasks and timely follow-through.
• Clear, professional interaction with customers and teams.
• Team collaboration for smooth shift handovers.
• Consistent performance and emotional stability.
• Strong problem-solving and attention to detail.
• Basic crypto/forex knowledge a plus.
• Proficiency with Zendesk or similar CRM.

Responsibilities

• Respond to customer inquiries via live chat and email promptly.
• Troubleshoot and resolve deposits, withdrawals, account, and trading issues.
• Monitor real-time system alerts and escalate critical problems.
• Process KYC verification, transaction checks, and account updates.
• Identify and flag unusual/suspicious activity per protocols.
• Maintain records of interactions, issues resolved, and follow-ups.
• Collaborate with on-site staff and departments for handovers.
• Stay updated on product features, policies, and security procedures.
• De-escalate frustrated customers with patience and empathy.

Skills

Customer support experience

English communication

On-site work

Punctuality

Ownership

Professional communication

Team collaboration

Stability

Problem solving

Crypto/Forex knowledge

Zendesk

Chinese language

Tools

Zendesk

CRM

Job description

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; escalates 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.