Customer Service at MEXC

Job Description

Key Responsibilities

• Provide comprehensive support by receiving and resolving user inquiries through online customer service tools, including chat, email, and ticketing systems.
• Act as a liaison between users and technical teams by promptly documenting and escalating unresolved issues to ensure timely resolution.
• Conduct regular analysis of user feedback to identify patterns, prioritize problem-solving efforts, and recommend process optimizations for improved service quality.
• Collaborate with cross-functional teams to resolve complex user issues, ensuring all stakeholders are informed and aligned with solutions.
• Monitor user satisfaction metrics and implement strategies to enhance customer experience, such as improving response times and service accuracy.
• Participate in knowledge-sharing sessions to ensure consistent understanding of product features, troubleshooting methods, and customer service protocols.

Job Requirements

• Proficient in both Vietnamese and English, with the ability to communicate effectively in Mandarin as an added advantage.
• Strong business acumen and analytical skills to interpret user feedback, identify business opportunities, and contribute to strategic decision-making.
• Experience in financial-related domains is preferred, including knowledge of accounting principles, budgeting processes, and financial reporting tools.
• Ability to work in rotating shifts, including night shifts (three shifts per day: 9:00-18:00, 15:00-00:00, 00:00-9:00), with flexibility to adapt to changing operational demands.
• Excellent problem-solving skills and attention to detail to ensure accurate resolution of user issues and maintain high service standards.
• Proficiency in using customer service software, CRM systems, and data analysis tools to manage user interactions and track service performance.
• Strong teamwork and communication skills to collaborate with internal departments and external clients while maintaining a professional demeanor.