Customer Service Specialist

Bitget are a top-tier digital assets exchange platform with over 50 countries' global footprints, and aim to be the portal that transcends Web2 and Web3, connects CeFi and DeFi, and bridges the vast web of crypto.

• Top 1 platform for copy trading globally
• Top 5 derivatives trading globally
• 8+ million registered users
• 1K+ employees in over 38 countries
• Provide stable security of A+ ranking for 12 SSL indicators
• Proof of Reserves - guarantees 100% of users' assets in reserves

Job Responsibilities:

• Attend to all inquiries/issues from global customers through multiple supported channels, e.g.: email, LiveChat, etc.
• Handle 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.

Job Requirements:

• SPM or Diploma or Degree in any related field.
• Minimum 1 year of experience related to customer service experience in the banking, financial and/or fintech sector.
• Excellent verbal and written in 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.

Nice to have:

• Working knowledge of CRM tools, such as Zendesk.
• Familiar with crypto/finance-technology industry
• Experience working with teams across offices and time zones.

Benefits & Perks:

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Quarterly Team Building
• Medical, Health & Learning allowance up to 1000 USD/ annum
• Career growth and promotion
• Employee engagement, recognition and appreciation program.
• Multinational working environment
• Free flow snacks and drinks