Job Description:
· Manage, handle and respond promptly to incoming inquiries via live chat and email.
· Identify, understand and assess customers’ needs and issues to achieve customer satisfaction.
· Provide accurate, valid and complete information by using the right methods, available support resources and support tools.
· Use the ticket system to keep records and documentation of customer interactions, case details and issue for follow-up.
· Follow correct escalation process and procedures to handle complex or technical inquiries or issues.

· Internally coordinate and follow-up with other support department or team to achieve issue resolution.

· Handle customer complaints; provide appropriate solutions and alternatives to achieve resolution within the service level.
· Process customer identity and account verification with high attention on customer information, confidentiality and other details.
· Follow team and company’s communication procedures, guidelines and policies.
· Take the extra mile to engage and solve customers’ issues.
Requirements:
· Bachelor’s degree with related working experience, preferably with customer service background.

· Ability to speak and write fluent English, preferably in business level.
· Average typing skills of at least 30-40 words per minute.
· Must have excellent communication, customer handling and active listening skills.
· Strong initiative, problem solving and analysis skills in understanding and solving customers’ inquiry or issue.
· Customer orientation, strong communication etiquette and ability to adapt/respond to different types of characters.
· Familiarity with CRM systems, Microsoft Office and other basic computer operations and practices.
· Ability to multi-task, prioritize and manage time effectively.
· Must have strong sense of teamwork, coordination and able to communicate properly.
· Maintain professionalism at work at all times.
· Ability to speak other language like German is highly desirable.
· Familiarity with cryptocurrency and blockchain will be a strong plus.
· Willingness to be assigned on different shifts, work during holidays or render overtime whenever necessary.