Customer Service at MEXC
Full Time1 month ago
Employment Information
About the Opportunity
We are seeking a Russian-speaking customer service specialist with a positive and customer-oriented personality to join our team. This role requires handling and resolving customer inquiries, providing high-quality service, and continuously improving customer satisfaction through proactive problem-solving and process optimization.
Job Description
1. Provide timely and professional assistance to users by addressing their questions and concerns through online customer service platforms. 2. Actively identify and report issues encountered during user interactions, ensuring effective collection, categorization, and resolution of customer feedback. 3. Maintain a high level of communication proficiency in Russian and English, with additional fluency in Mandarin being a significant advantage. 4. Demonstrate strong business acumen by quickly mastering core operations after receiving training, with financial knowledge and experience preferred for enhanced service quality. 5. Analyze daily work processes to uncover obstacles in user experience, extract potential requirements, and drive improvements in service efficiency and system optimization. 6. Be capable of working flexible shifts, including full-night shifts (3 shifts per day: 9:00-18:00, 15:00-00:00, 00:00-9:00) to ensure 24/7 customer support availability.
Key Responsibilities
- Resolve complex customer issues through empathetic communication and technical expertise.
- Collaborate with cross-functional teams to implement solutions that enhance user experience and operational workflows.
- Monitor customer satisfaction metrics and provide regular reports to management for strategic improvements.
- Stay updated on product features, company policies, and industry trends to deliver accurate and informed support.
- Participate in team meetings to share insights and contribute to the development of customer service protocols.
Job Requirements
- Native or fluent Russian speaker with excellent written and verbal communication skills.
- Proficiency in English, with Mandarin language skills being a strong plus.
- Strong analytical skills to identify patterns in customer feedback and suggest process improvements.
- Ability to work under pressure in a fast-paced environment while maintaining a high level of accuracy.
- Basic understanding of financial principles and operations, with relevant experience preferred.
- Flexibility to adapt to shift work schedules, including night shifts, to ensure round-the-clock service coverage.
Work Schedule
Employees must be available to work rotating shifts, including full-night shifts (9:00-18:00, 15:00-00:00, 00:00-9:00) to support continuous customer engagement. This role requires a commitment to maintaining service availability during all business hours, with potential for shift adjustments based on operational needs.
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