Customer Support Specialist

BIT Official; Kuala Lumpur; On-site; MYR 36,000 - 72,000; Full time

Job summary

BIT is seeking a customer service professional to deliver high-quality one-on-one support to users through official channels, safeguarding service quality and user experience. The role involves professional guidance on account operations and trading activities, with a focus on understanding customer needs and building long-term partnerships.

Qualifications include a Bachelor's degree and at least 1 year in customer service or user operations, preferably in finance or internet sectors.

Qualifications

• Bachelor's degree or above.
• At least 1 year of relevant customer service or user operations experience, preferably in financial or internet industries.
• Strong learning ability and adaptability; able to work with diverse arrangements and execute tasks efficiently.
• Excellent communication, expression, and coordination skills; good listening and ability to understand customer needs.

Responsibilities

• Provide one-on-one exclusive service support to users through official channels (including communities and phone calls).
• Offer professional consultation on account operations, product interpretation, and trading activities, ensuring accurate and timely responses.
• Investigate customers' core needs, collect and organize feedback, and follow up through the entire problem-solving process.
• Collaborate with Operations and Marketing to promote activities among customer groups and ensure effective execution.

Skills

Communication skills

Customer service experience

Empathy

Problem-solving

Listening

Adaptability

Education

Bachelor's degree

Job description

BIT (formerly Matrixport) is a global digital asset financial services and infrastructure group. Headquartered in Singapore and founded in 2019, BIT bridges traditional finance and digital assets through governance-driven financial services and technology.

The firm manages over US$7 billion in assets and facilitates more than US$7 billion in monthly trading volume. BIT offers services including custody, trading, asset and wealth management, liquidity and financing solutions, and tokenised real-world assets (RWA), serving institutional and professional investors globally.

BIT Group entities maintain a licensed and regulated footprint across Singapore, Hong Kong, Switzerland, the United Kingdom, the United States and Bhutan.

For more information, visit www.bit.com

Position Overview

This role is responsible for delivering high-quality, one-on-one exclusive support to customers via multiple official channels, addressing their inquiries professionally, and fostering long-term customer loyalty. It requires close collaboration with cross-functional teams to drive activity promotion and continuously optimize the customer experience.

Job Responsibilities:

• Provide one-on-one exclusive service support to users through official channels including communities and phone calls, strictly safeguarding service quality and user experience;
• Offer professional consultation and guidance on account operations, product interpretation, trading activities, and other related issues, ensuring the accuracy and timeliness of responses;
• Proactively investigate customers' core needs, systematically collect and organize customer feedback, follow up on problem-solving progress throughout the entire process, and maintain long-term and stable customer partnerships;
• Collaborate closely with relevant departments such as Operations and Marketing to promote the implementation and promotion of various activities among customer groups, ensuring effective execution.

Job Requirements:

• Education Background: Bachelor's degree or above;
• Work Experience: At least 1 year of relevant experience in customer service or user operations, with a professional background in the financial or Internet industry preferred; candidates with experience working on securities platforms will be given priority consideration;
• Professional Competence: Strong learning ability and adaptability, capable of accepting diverse work arrangements and executing tasks efficiently;
• Communication Skills: Excellent communication, expression, and coordination skills; willing to communicate, good at listening, and able to accurately understand customer needs;
• Service Awareness: Possess empathy, pay high attention to user needs, and be able to analyze and solve problems from the customer's perspective;
• Professionalism: Demonstrate professional customer service etiquette, with a patient and meticulous attitude, rational analytical skills, and objective evaluation perspective; focus on problem-solving to provide high-quality and satisfactory services to users;
• Language Proficiency: Proficient in both written and oral Chinese and English, meeting bilingual service requirements.

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