Customer Service at MEXC

Job Description

Key Responsibilities

• Handle user inquiries and address concerns using online customer service platforms, ensuring prompt and accurate responses.
• Provide timely feedback on user-reported issues, document them systematically, and assist in organizing data for analysis.
• Collaborate with technical and product teams to identify root causes of problems and implement solutions.
• Monitor customer satisfaction metrics and escalate complex cases to senior team members when necessary.
• Conduct regular follow-ups with users to ensure resolution satisfaction and gather insights for process optimization.
• Support the development of customer service protocols and training materials to enhance team performance.
• Act as a liaison between customers and internal departments, ensuring clear communication and alignment.
• Participate in performance reviews and contribute to improving service quality through data-driven recommendations.
• Manage multiple customer interactions simultaneously while maintaining a high level of professionalism.
• Stay updated on company policies, product updates, and service improvements to provide accurate information.

Job Requirements

• Native or fluent proficiency in Japanese, with the ability to communicate effectively in both spoken and written forms.
• Intermediate to advanced proficiency in Chinese is preferred, as it facilitates better understanding of diverse customer needs.
• Strong business acumen with the ability to comprehend fundamental business concepts quickly through training.
• Proven experience in finance or related fields is advantageous, as it enables better context for complex queries.
• Excellent analytical skills to identify patterns in user feedback and contribute to strategic improvements.
• Critical thinking abilities to evaluate situations, prioritize tasks, and propose innovative solutions.
• Ability to work independently and collaboratively in a fast-paced environment with tight deadlines.
• Proficiency in using customer service software, CRM tools, and data analysis platforms.
• Strong attention to detail to ensure accurate documentation and resolution of customer issues.
• Flexibility to adapt to rotating shifts or extended night shifts as required by business operations.
• Excellent interpersonal skills to build rapport with customers and colleagues across departments.
• Ability to maintain confidentiality and handle sensitive customer information with discretion.
• Basic understanding of customer service best practices and quality standards.
• Commitment to continuous learning and professional development in the field.
• Ability to work in a multicultural environment and demonstrate cultural sensitivity.

Work Conditions

This role requires the ability to work in rotating shifts or extended night shifts, ensuring 24/7 customer support availability. The representative will operate in a dynamic, team-oriented environment with a focus on customer-centric values. The position may involve occasional travel to client sites or meetings, depending on business needs. A stable and supportive work culture is provided, with opportunities for career growth and skill development. The role demands a high level of adaptability and resilience to handle challenging customer situations effectively.