VIP Customer Service Specialist

Toobit; Philippines; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Toobit is seeking a dedicated VIP customer support specialist in the Philippines to serve as the exclusive contact for high-value clients. You will provide one-on-one support via tickets and online channels in fluent English, handling complex inquiries, consultations, and escalated issues with policy-compliant solutions.

The role requires 2–3 years in premium support or VIP account management, knowledge of crypto trading concepts, and the ability to work under pressure while maintaining empathy

Qualifications

• Professional proficiency in written and spoken English; capable of independent communication with global high-end clients.
• Minimum 2–3 years exchange experience in customer support, VIP account management or high-value user service; cross-border platform experience preferred.
• Understanding of cryptocurrency trading concepts and risk cases; familiarity with crypto industry business scenarios.
• Bachelor’s degree or above.
• Outstanding business communication skills with crisis handling awareness for user disputes.
• Patient, meticulous, customer-centric with high EI and empathy for VIP users.
• Able to work efficiently under pressure, manage multiple concurrent cases, and work well in a team.
• Flexible to accept rotating shifts as business requires.

Responsibilities

• Serve as exclusive contact for high-value VIP clients via tickets and online channels.
• Independently handle complex account enquiries, transaction consultations, escalated complaints and difficult user issues with policy-compliant solutions.
• Process high-priority VIP tickets within agreed SLA, ensure timely response and effective resolution to improve VIP satisfaction and user retention.
• Conduct end-to-end tracking and follow-up for all VIP cases; document communication history, progress and resolutions.
• Proactively maintain long-term VIP client relationships with premium standard service.
• Abide by company communication standards, policies and risk controls in all client communications.
• Collect VIP user feedback, identify frequent issues and assist in optimizing VIP service workflows.
• Follow team shift arrangements to sustain service availability and quality.

Skills

English proficiency

VIP account management

Crisis handling

Empathy & customer-centric

Teamwork & multitasking

Pressure handling

Shifts willingness

Crypto industry interest

Education

Bachelor's degree or above

Job description

• Serve as exclusive contact for high-value VIP clients, deliver one-on-one dedicated support via tickets and online channels in fluent English.
• Independently handle complex account enquiries, transaction consultations, escalated complaints and difficult user issues, provide accurate, policy-compliant and feasible solutions.
• Process high-priority VIP tickets within agreed SLA, ensure timely response and effective resolution to improve VIP satisfaction and user retention.
• Conduct end-to-end tracking and follow-up for all VIP cases; fully document communication history, progress and resolutions to achieve closed-loop case management.
• Proactively maintain long-term VIP client relationships, offer empathetic, customized and premium standard service to high-net-worth users.
• Strictly abide by company communication standards, service guidelines, internal policies and compliance & risk control requirements in all client communications.
• Regularly collect VIP user feedback, sort out frequent issues and service bottlenecks, assist the team in optimizing VIP service workflows and user experience.
• Follow team shift arrangements, sustain consistent service availability and stable service quality for VIP users.

Qualifications

• Professional proficiency in written and spoken English; capable of independent communication and negotiation with global high-end clients.
• Minimum 2~3 years exchange experience in customer support, VIP account management or high-value user service; cross-border platform experience preferred.
• Understanding of cryptocurrency trading concepts (e.g., spot trading, order types, leverage, PnL calculation) is needed. Familiarity with cryptocurrency and digital asset industry business scenarios and typical risk cases is a strong plus.
• Bachelor’s degree or above.
• Outstanding business communication skills, equipped with crisis handling awareness for user disputes.
• Patient, meticulous, customer-centric with high emotional intelligence and strong empathy for VIP user maintenance.
• Able to work efficiently under pressure, manage multiple concurrent cases simultaneously, demonstrate good teamwork.
• Flexible to accept rotating shifts as business requires.
• Genuine interest in the crypto industry, proactive mindset to participate in continuous optimization of VIP service systems.