Customer Service at MEXC

Job Description

Key Responsibilities

• Operate online customer service tools to receive and respond to user inquiries promptly, ensuring accurate and satisfactory resolution of issues
• Systematically analyze service processes to identify existing problems, document them, and provide timely feedback to relevant departments for improvement
• Conduct in-depth research on user experience challenges, uncover hidden needs, and develop actionable strategies to address them
• Collaborate with product and operations teams to implement process optimizations that enhance service efficiency and user satisfaction
• Monitor service performance metrics to evaluate the effectiveness of implemented solutions and identify new areas for improvement
• Prepare comprehensive reports summarizing user feedback, problem patterns, and optimization recommendations for management review

Job Requirements

• Native or fluent proficiency in Dutch and English, with strong written and verbal communication skills to ensure clear interaction with diverse user bases
• Excellent business acumen with the ability to quickly grasp complex business concepts through training, demonstrating a proactive understanding of operational goals
• Preferred qualifications include financial literacy and relevant experience in financial services or business operations to support data-driven decision making
• Ability to adapt to shift work schedules, including long night shifts, with flexibility to work rotating hours as required by business operations
• Strong analytical skills to identify root causes of issues and develop effective solutions through systematic problem-solving approaches
• Basic computer literacy with proficiency in customer service software, data analysis tools, and office productivity applications
• Excellent interpersonal skills to build rapport with users and collaborate effectively with internal teams
• Ability to work independently while maintaining attention to detail in high-pressure environments
• Preferred experience in customer service, quality assurance, or process improvement roles with a proven track record of success
• Commitment to continuous learning and professional development to stay updated with industry trends and best practices

Work Environment

This role operates in a fast-paced, customer-focused environment with a strong emphasis on service quality and operational efficiency. The position requires regular interaction with users through digital platforms and collaboration with cross-functional teams to implement improvements. The work schedule includes shift work and long night shifts, with potential for rotating shifts based on business needs. The candidate should be prepared to work in a team-oriented atmosphere that values innovation and continuous improvement.