Customer Service at MEXC

Job Description

Key Responsibilities

• Handle user inquiries via online customer service tools, including chat, email, and phone support, with a focus on timely and accurate responses.
• Monitor and resolve user issues during product usage, documenting problem-solving steps and tracking resolution progress.
• Collect, organize, and analyze user feedback to identify patterns, common pain points, and areas for improvement.
• Collaborate with product and technical teams to implement process optimizations based on user insights.
• Provide multilingual support, with fluency in Japanese required and proficiency in Chinese as a preferred qualification.
• Stay updated on business operations and financial systems, applying relevant knowledge to support user needs effectively.
• Identify obstacles in user experience through proactive analysis and propose actionable solutions to enhance service quality.
• Contribute to the creation of user documentation and support materials to improve accessibility and clarity.
• Participate in regular performance reviews and feedback sessions to ensure alignment with company goals.
• Adhere to data privacy and security protocols while managing user information confidentially.

Job Requirements

• Native or fluent proficiency in Japanese, with strong written and verbal communication skills.
• Basic proficiency in Chinese is preferred, particularly for handling bilingual user interactions.
• Excellent problem-solving abilities and attention to detail to ensure accurate resolution of user issues.
• Ability to quickly learn and adapt to new business processes and financial systems through training.
• Strong business acumen and understanding of customer service principles to deliver exceptional support.
• Experience with customer service software (e.g., Zendesk, Freshdesk) and familiarity with financial tools (e.g., accounting software, ERP systems) is advantageous.
• Proactive mindset to anticipate user needs and identify opportunities for process improvement.
• Teamwork skills to collaborate with internal departments and external stakeholders effectively.
• Customer service orientation with a commitment to maintaining high service standards.
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.