VIP Customer Support (Mandarin) - 6 days

Bitget; Kuala Lumpur; On-site; MYR 45,000 - 76,000; Full time

Benefits offered by this job

Competitive salaries and benefits

Job summary

Bitget is seeking a customer service specialist to support our global VIP clients. You will respond to inquiries via email and LiveChat, investigate complaints, and document outcomes in our systems.

The role requires Mandarin and English fluency, a minimum of 2 years in VIP banking/fintech customer service, and willingness to work 24x7 shifts. You will collaborate with internal teams and stay updated on Bitget products and industry trends.

Qualifications

• SPM, Diploma or Degree in any related field.
• Minimum 2 years of customer service experience in VIP banking/fintech.
• Excellent verbal and written Mandarin and English language.

Responsibilities

• Attend to inquiries/issues from global VIP customers via email, LiveChat, & other channels.
• Handle VIP customer complaints and conduct investigations with documentation of outcomes.
• Liaise with internal and external teams to address product/service complaints and feedback.
• Maintain up-to-date knowledge about Bitget products and industry trends to support customers.
• Escalate unresolved queries per the escalation matrix to the line manager.

Skills

Mandarin & English

Customer service

Communication

Time management

Problem solving

Education

Diploma or Degree in related field

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

• Attend to all inquiries/issues from global VIP customers through multiple supported channels, e.g. email, LiveChat, etc.
• Handle VIP customer's complaints and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and store in the designated location.
• Liaise with both internal & external team to handle complaints and feedback related to our products and services, e.g. website, platforms, etc.
• Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
• Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

What you'll need

• SPM or Diploma or Degree in any related field.
• Minimum 2 year of experience related to customer service experience in theVIP banking, financial and/or fintech sector.
• Excellent verbal and written in Mandarin and English language. Multilingual in writing and speaking would be a plus.
• Willing to work according to schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
• Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Quick learner: Ability to ramp up quickly and act on feedback constructively.
• 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!

If you are ambitious and believe that digital assets could be the next financial and technological revolution. For more information regarding candidates' personal data processing, please refer to Bitget Candidate Privacy Notice.