Customer Service at MEXC

Job Description

Key Responsibilities

• Operate online customer service tools to receive, categorize, and respond to user inquiries in a timely manner.
• Conduct thorough analysis of existing process problems, document them, and provide actionable feedback for resolution.
• Collaborate with internal teams to identify root causes of user experience challenges and implement targeted improvements.
• Participate in brainstorming sessions to uncover hidden user needs and propose innovative solutions for process optimization.
• Ensure consistent communication with customers, maintaining professionalism and empathy throughout interactions.
• Monitor and evaluate service performance metrics to identify areas for enhancement and track progress over time.
• Support the development of customer service protocols and guidelines to improve efficiency and quality standards.
• Handle multiple tasks simultaneously, prioritizing urgent issues while maintaining a high level of service consistency.

Job Requirements

• Excellent verbal and written communication skills in English, with the ability to convey complex information clearly.
• Strong business acumen and analytical thinking to identify key business concepts and operational inefficiencies.
• Proven experience in customer service or related fields, with a demonstrated track record of problem-solving and process improvement.
• Proficiency in financial systems or knowledge of financial principles, with preference given to candidates with relevant experience.
• Ability to adapt to shift work schedules, including extended night shifts, with flexibility to meet business demands.
• Proficient in using customer service software, CRM tools, and data analysis platforms to manage inquiries effectively.
• Strong attention to detail and organizational skills to maintain accurate records and manage multiple tasks efficiently.
• Team player mentality with the ability to collaborate with colleagues and stakeholders across departments.
• Excellent time management skills to balance workload and meet service level agreements.
• Ability to work independently and take initiative in resolving customer issues without constant supervision.