Customer Service Specialist (VIP)

Bitget Limited; Kuala Lumpur; On-site; MYR 45,000 - 75,000; Full time

Job summary

Bitget is seeking a customer service professional to serve VIP clients across multiple regions from its Kuala Lumpur base. You will deliver high-standard support, guiding customers on product and service queries with a strong emphasis on resolution and experience.

The role requires Mandarin language ability, excellent interpersonal skills, and the capacity to handle high volumes while maintaining accuracy and courtesy. Join a dynamic team in a leading web3 platform with global reach.

Qualifications

• Strong interpersonal and customer service skills.
• Ability to communicate with Mandarin-speaking customers.
• Analytical and problem-solving abilities with a solutions-oriented approach.
• Excellent multitasking and organizational skills; manage competing priorities.
• Ability to handle a high volume of customer chats with quality and accuracy.
• Team player and willingness to share workload within a customer service team.

Responsibilities

• Serve as a primary point of contact for VIP customers across multiple regions, delivering high-standard service and support.
• Provide timely guidance on product- and service-related queries with a focus on resolution and customer experience.
• Maintain a customer-first mindset and prioritize customer satisfaction in every interaction.
• Process customer transactions accurately and maintain up-to-date records of activity.
• Handle customer complaints and escalations professionally per service standards and procedures.
• Consistently meet SLAs and performance targets.

Skills

Customer service

Mandarin

Communication

Problem solving

Multitasking

Team player

Attention to detail

Tools

Zendesk

CRM

Job description

Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.

Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.

What you'll do

• Serve as a primary point of contact for VIP customers across multiple regions, delivering a high standard of service and support tailored to their needs.
• Provide timely and effective guidance to customers on product- and service-related queries, with a strong focus on resolution and customer experience.
• Maintain a customer-first mindset, ensuring customer satisfaction is prioritized in every interaction.
• Process customer transactions accurately and maintain complete, up-to-date records of all customer activity.
• Handle customer complaints and escalations professionally, in line with established service standards and internal procedures.
• Consistently meet operational service level agreements (SLAs) and performance targets.

What you'll need

• Strong interpersonal and customer service skills, with the ability to build rapport with customers.
• Able to communicate with mandarin speaking customers
• Good analytical and problem-solving abilities, with a solutions-oriented approach.
• Excellent multitasking and organizational skills, with the ability to manage competing priorities effectively.
• Ability to handle a high volume of customer chats and inquiries while maintaining quality and accuracy.
• Team player with the ability to collaborate effectively and share workload within a customer service team.
• High level of attentiveness, patience, and professionalism in dealing with customers.

Nice to Have

• Working knowledge of CRM and customer support tools such as Zendesk.
• Familiarity with the crypto, payments, or fintech industry.
• Experience working with cross-functional teams across different offices, regions, and time zones.
• Bitget is the world's leading web 3 platform for copy trading and one of the world's largest and most respected exchanges
• We are a global company with staff members from over 50 different countries and regions
• We are growing and looking for world-class ambitious talents to help us continue this journey
• We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
• We offer competitive salaries and benefits
• Blockchain technology and digital assets have the potential to change finance in a way no other technology can - be part of it!

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