Customer Service Specialist

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 is a global cryptocurrency derivatives trading platform providing options, perpetual futures and other digital asset trading products to retail and institutional users.

We are looking for a Customer Service Specialist who is responsible, detail-oriented and highly risk-conscious to support our users and daily platform operations.

This role goes beyond answering customer enquiries. You will also handle sensitive operational matters including withdrawal requests, KYC/KYB reviews, account issues and transaction-related cases, where accuracy and good judgment are critical.

Key Responsibilities

• Provide timely and professional customer support through online channels in both Chinese and English.
• Handle user enquiries relating to:
• Deposits and withdrawals
• Account and login issues
• KYC/KYB verification
• Trading and order-related enquiries
• Fees, balances and transaction records
• Platform functions and general product questions
• Review and process withdrawal requests according to internal procedures and risk-control requirements.
• Identify unusual withdrawal activity, account behaviour or other potential risk indicators and escalates cases when necessary.
• Assist with KYC/KYB document review and verification, ensuring information is complete and consistent.
• Follow internal SOPs carefully when handling user funds, account changes and other sensitive requests.
• Coordinate with Operations, Risk, Compliance and Technical teams to investigate and resolve complex customer cases.
• Accurately document customer cases, actions taken and relevant information for internal tracking.
• Monitor outstanding cases and ensure issues are followed through until resolution.
• Support incident handling during periods of high trading activity or platform-related issues.

Requirements

• 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.
• Strong sense of responsibility, ownership and attention to detail.
• High level of risk awareness, particularly when handling withdrawals, account security and user funds.
• Able to follow procedures carefully while exercising good judgment when encountering unusual situations.
• Strong communication and problem-solving skills.
• Comfortable working in a fast-paced environment and handling multiple cases simultaneously.
• Able to remain calm and professional when dealing with urgent or difficult customer situations.
• Basic understanding of cryptocurrency, blockchain transactions and trading platforms.

Preferred Qualifications

• Previous KYC/KYB experience is strongly preferred.
• Previous experience in customer service, operations, risk control or compliance within a cryptocurrency exchange, fintech, brokerage or financial institution.
• Experience reviewing or processing cryptocurrency deposits and withdrawals.
• Familiarity with blockchain explorers, wallet addresses and transaction hashes.
• Understanding of spot, perpetual futures or options trading is an advantage.
• Experience handling high-value or institutional customer accounts is an advantage.

What We Look For

This position requires someone who is not only responsive to customers, but also understands that accuracy and risk control come before speed when handling user assets.

You should be someone who:

• Takes ownership of cases rather than simply forwarding problems.
• Checks details carefully before taking action.
• Recognises potential risks and escalates when something does not look right.
• Can follow SOPs consistently without becoming overly dependent on instructions.
• Communicates clearly with both customers and internal teams.
• Is reliable and accountable when working independently during shifts.