Customer Service at MEXC

Job Description

Key Responsibilities

• Act as the primary point of contact for users via online customer service tools, providing timely and accurate responses to their queries and concerns.
• Systematically track and document user feedback, categorize issues, and compile actionable insights for internal review and improvement.
• Collaborate with product and operations teams to identify pain points in user experience and propose data-driven solutions for process optimization.
• Conduct regular analysis of customer interactions to uncover recurring needs and trends, ensuring alignment with business objectives.
• Support the development and implementation of customer service protocols to enhance efficiency, consistency, and user satisfaction.
• Participate in training sessions to stay updated on business concepts, industry standards, and company-specific processes.
• Ensure compliance with service level agreements (SLAs) and maintain high standards of professionalism during all shifts.

Job Requirements

• Excellent communication skills, both written and verbal, to effectively convey information and resolve complex issues.
• Strong analytical mindset to interpret user feedback, identify root causes, and recommend process improvements.
• Basic understanding of business operations and financial principles, with preference given to candidates with relevant experience or certifications.
• Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks with minimal supervision.
• Proficiency in using customer service software and tools, including ticketing systems and CRM platforms.
• Flexibility to adapt to shift work schedules, including long night shifts, with a commitment to maintaining productivity and quality during all hours.
• Customer service orientation with a focus on empathy, problem-solving, and delivering exceptional service experiences.
• Basic computer literacy and familiarity with data management tools to organize and analyze customer feedback effectively.
• Ability to multitask and manage multiple inquiries simultaneously while maintaining accuracy and efficiency.
• Strong time management skills to meet shift deadlines and ensure timely resolution of user issues.