Customer Experience Specialist - Crypto/FinTech (Evenings)

NEXTMANGO PTE. LTD.

Singapore

On-site

SGD 42,000 - 66,000

Full time

9 days ago

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Job summary

NEXTMANGO PTE. LTD. is seeking a customer service specialist to address inquiries via live chat, email, and ticketing systems. You will help users understand platform products, usage rules, and resolve issues with timely feedback.

Responsibilities include responding to registrations, identity verification, deposits and withdrawals, and trading-related questions; collecting details and escalating to Operations when needed; and documenting inquiries to keep knowledge base current.

Qualifications

Prior customer service helpdesk experience preferred.
Familiar with live chat, email, and ticketing systems.
Interest in digital assets and traditional financial markets.
Able to manage multiple cases simultaneously.
Proficiency with AI tools for knowledge retrieval.

Responsibilities

Respond to customer inquiries related to registration, identity verification, account security, deposits and withdrawals, trading operations, fees, promotions, and platform-related matters.
Provide accurate and easy-to-understand explanations of platform rules and processes.
Handle inquiries about delayed deposits, withdrawal issues, account or trading problems; collect necessary information and escalate to Operations.
Monitor ticket progress and proactively update customers on outcomes; manage complaints.
Document customer inquiries and handling processes; contribute to FAQs and knowledge base.