Customer Service at MEXC

Job Description

Why Choose Us

• MEXC (www.mexc.com) is one of the fastest-growing digital asset exchanges globally, consistently ranked among the top 10 by CoinMarketCap for trading volume. This offers a unique opportunity to be part of a rapidly expanding industry leader.

• Competitive salary and performance-based bonuses, with additional incentives for exceptional contributions. The company also offers a comprehensive benefits package, including health insurance, flexible working hours, and professional development opportunities to support your growth.

• Our team is young, ambitious, and driven by innovation, creating an energetic work environment where your ideas can thrive. We prioritize continuous learning and provide resources to enhance your skills in the digital asset sector.

• Access to a global exchange platform with diverse user interactions, allowing you to develop expertise in cross-cultural communication and customer service strategies. The company supports career advancement through internal promotions and specialized training programs.

Key Responsibilities

• Responsible for receiving and addressing user inquiries through online customer service tools, ensuring timely and accurate responses to resolve concerns.

• Provide timely feedback on issues encountered during the service process, collect and organize user feedback to identify patterns and trends for process improvement.

• Actively engage in analyzing user experience challenges, uncovering hidden needs, and proposing solutions to optimize service delivery and enhance user satisfaction.

• Collaborate with cross-functional teams to ensure seamless communication and alignment with company goals, contributing to the development of efficient customer support workflows.

• Monitor and report on service performance metrics, ensuring compliance with quality standards and identifying opportunities for growth and innovation.

• Support the implementation of new customer service initiatives, including training programs, to improve team capabilities and user engagement.

Job Requirements

• Fluent in Japanese and English, with a strong command of both languages to communicate effectively with users and internal teams. Preference is given to candidates with proficiency in Chinese for additional versatility.

• Proven ability to handle complex customer service tasks with attention to detail, ensuring accurate resolution of user issues and maintaining high service quality standards.

• Strong business acumen and the ability to quickly grasp fundamental business concepts through training, enabling effective collaboration with operational teams.

• Experience in the financial industry or digital asset sector is highly preferred, as it demonstrates a foundational understanding of market dynamics and user needs.

• Excellent problem-solving skills and a proactive mindset to identify and address obstacles in user experience, driving continuous improvement initiatives.

• Ability to adapt to shift work, including long night shifts, to ensure round-the-clock support for users and maintain operational efficiency.

• Proficiency in using customer service software and tools, including ticketing systems and communication platforms, to manage user interactions effectively.

• Strong interpersonal skills and the ability to maintain a professional, empathetic tone when interacting with users and colleagues.

• Commitment to continuous learning and professional development, staying updated on industry trends and customer service best practices.

• Availability to work flexible hours and meet the demands of a fast-paced, global exchange environment.