Mandarin Speaker Customer Service (Crypto)

UBASE Asia; Selangor; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company in Malaysia is seeking Mandarin-speaking Non-Voice Customer Support Representatives to provide chat-based support for its cryptocurrency client. Candidates should be fluent in English and Chinese, with customer service experience. This remote position requires flexibility to work in shifts, including weekends. Applicants with tech-savviness in cryptocurrency will have an advantage.

Qualifications

• Minimum 1 year customer service experience.
• Flexibility to work in shifts including weekends and holidays.
• Previous exposure to cryptocurrency and blockchain technology is a plus.

Responsibilities

• Provide timely and professional responses to customer inquiries.
• Handle and resolve customer complaints effectively.
• Educate users about account setup and trading processes.
• Adhere to compliance guidelines and security practices.
• Collect feedback for product improvement.

Skills

Fluent in both English & Chinese

Customer Service Experience

Tech-savvy

Education

SPM & above

Job description

We are looking for Mandarin-speaking candidates to join our team as Non-Voice Customer Support Representatives for a leading cryptocurrency client. This is a remote position with responsibilities focused on chat-based support only'—no phone calls involved.

Responsibilities

• Work from home (fully remote).
• 24/7 rotational shifts, including nights, weekends, and public holidays.

Job Description

1. Customer Support & Issue Resolution

• Provide timely, accurate, and professional responses to customer inquiries with empathy.
• Handle a high volume of interactions efficiently while clarifying complaints and offering solutions.
• Identify and elevate complex issues to internal teams (tech support, compliance, fraud, etc.) and follow up on unresolved cases.

2. Product Knowledge & User Education

• Maintain an in-depth understanding of products and services (spot trading, futures, P2P, staking, etc.).
• Guide users through account setup, KYC, deposits/withdrawals, and trading processes.
• Proactively educate users on platform updates, new features, and security practices.

3. Compliance, Security & Risk Management

• Adhere to internal protocols and regulatory compliance guidelines.
• Monitor and report suspicious behaviours, scams, or fraud attempts.
• Ensure all interactions align with security best practices.

4. Feedback, Reporting & Multilingual Support

• Collect user feedback and report recurring issues for product improvement.
• Document customer interactions and maintain accurate case logs.
• Provide support in multiple languages as required, prioritizing bilingual or multilingual service.

Job Requirements

• Education Background: SPM & above
• Fluent in both English & Chinese (training 100% English)
• Flexibility to work in shifts (including weekends and holidays)
• Minimum 1 year Customer Service Experience
• Tech‑savvy with familiarity in cryptocurrency and blockchain technology is an added advantage