Customer Service Specialist

NEXTMANGO PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

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.

Skills

Customer service

Helpdesk experience

Multitasking

Empathy

Shift work

Tools

Zendesk

Sobot

AI tools

Job description

Responsible for addressing customer inquiries through live chat, email, and ticketing systems, helping customers understand platform products and usage rules. For issues requiring operational support, the role will collect the necessary information, elevate the matter to the Operations team, and follow up to ensure timely resolution and feedback.

Key responsibilities

Customer Enquiries

• Respond to customer enquiries relating to registration, identity verification, account security, deposits and withdrawals, trading operations, fees, promotions, and other platform-related matters.

• Provide accurate and easy-to-understand explanations.

Product & Rules Explanation

• Help customers understand platform rules, including order status, margin requirements, liquidation, and trading hours for different products.

• Provide explanations based on published platform information and the internal knowledge base.

Issue Handling & Escalation

• Handle enquiries relating to delayed deposits, withdrawal issues, account or trading problems.

• Collect necessary information such as order numbers, transaction hashes, timestamps, and screenshots, and elevate cases to the Operations team for investigation and resolution.

Follow-up & Complaint Handling

• Monitor ticket progress and proactively update customers on the outcome.

• Handle customer dissatisfaction and complaints patiently, and elevate matters promptly when they cannot be resolved directly.

Record Keeping & Knowledge Management

• Accurately document customer enquiries and handling processes.

• Organise frequently asked questions, standard response templates, and FAQs, and provide feedback on common customer difficulties or product usage issues.

Service Standards & Procedures

• Follow required identity verification procedures, protect customer information, and comply with service standards and shift handover procedures.
• Actual deposit/withdrawal processing and back-office operations are handled by the Operations team.

About you

• Prior customer service helpdesk experience is preferred. Candidates with strong learning ability and an interest in developing knowledge of digital assets and traditional financial markets are welcome to apply.

• Comfortable using computers and common office software, as well as live chat, email, and ticketing systems. Able to accurately record information and manage multiple cases simultaneously.

• Customer service experience in exchanges, brokerages, FX/CFD, or payment-related industries is advantageous.

• Familiarity with customer service platforms such as Zendesk or Sobot is an advantage.

• Proficiency in using AI tools to assist with knowledge retrieval, organise customer enquiries, improve responses, and support multilingual communication is advantageous.

• Responsible, empathetic, and able to manage emotions professionally.

• Willing to work according to shift schedules, including evening shifts, weekends, and public holidays.