Customer Service at Alchemy Pay

Job Description

Key Responsibilities

• Respond to user inquiries, complaints, and technical issues through omni-channel platforms (email, chat, phone, social media) with timely and effective solutions.
• Master product knowledge of Web3 virtual digital bank cards, including their features, usage scenarios, and technical architecture, to deliver accurate guidance and support.
• Track and document user feedback systematically, analyze patterns, and escalate critical issues to relevant departments for resolution.
• Implement strategies to enhance user satisfaction by personalizing service approaches and addressing pain points proactively.
• Collaborate with marketing teams to identify user behavior trends, translate insights into actionable recommendations, and support product optimization initiatives.

Job Requirements

• Proven experience in customer service or support roles, preferably in fintech or digital banking sectors, with a strong track record of resolving complex user issues.
• Excellent communication skills in both written and verbal formats, with the ability to convey technical information in a user-friendly manner.
• Deep understanding of Web3 technologies, blockchain ecosystems, and digital financial products to ensure accurate service delivery.
• Proficiency in using CRM tools, ticketing systems, and data analytics platforms to manage user interactions and feedback efficiently.
• Strong analytical mindset to interpret user feedback, identify systemic issues, and propose data-driven solutions for product improvement.
• Ability to work independently and collaboratively in cross-functional teams, with a focus on achieving business objectives through user-centric approaches.
• Fluency in English and/or Chinese, with additional language skills being a plus for handling international user inquiries.
• Customer service certification or relevant training in digital financial services is preferred.