Customer Service at MEXC

Job Description

Key Responsibilities

• Act as the primary point of contact for customers via online platforms, ensuring prompt and accurate resolution of queries and concerns.
• Monitor user interactions to identify recurring issues, document them systematically, and escalate to relevant teams for resolution.
• Collaborate with cross-functional departments to analyze feedback and implement improvements in service processes and product functionality.
• Conduct regular reviews of customer service performance metrics to ensure alignment with quality standards and service level agreements.
• Participate in training sessions to enhance understanding of company products, services, and business operations.
• Adapt to shifting work demands and prioritize tasks based on customer urgency and business needs.

Job Requirements

• Native or fluent proficiency in Turkish, with strong command of English. Mandarin language skills are a significant advantage.
• Excellent communication skills, including active listening and clear articulation of solutions to ensure customer satisfaction.
• Strong analytical abilities to interpret user feedback, identify patterns, and contribute to data-driven decision-making.
• Basic understanding of financial concepts and systems, with relevant experience preferred for complex queries.
• Ability to work in rotating shifts, including early morning (9:00-18:00), late evening (15:00-00:00), and overnight (00:00-9:00) hours.
• Proficiency in customer service software and tools, including ticketing systems and live chat platforms.
• Ability to maintain composure and professionalism under high-pressure situations while delivering consistent service quality.
• Strong attention to detail to ensure accurate documentation of customer interactions and issue resolutions.
• Team-oriented approach with the ability to collaborate effectively with colleagues and stakeholders to achieve common goals.
• Commitment to continuous learning and improvement, staying updated on industry trends and company-specific developments.