Customer Service at MEXC

Job Description

Key Responsibilities

• Operate online customer service tools to manage user interactions and resolve queries in a professional manner
• Conduct thorough analysis of service processes to identify inefficiencies and report them promptly to relevant departments
• Collaborate with cross-functional teams to implement improvements based on user feedback and problem data
• Develop and execute strategies to enhance user experience by uncovering hidden requirements and addressing them effectively
• Monitor service performance metrics to ensure compliance with quality standards and service level agreements
• Participate in regular team meetings to discuss process optimization opportunities and share insights
• Document all user interactions and problem-solving approaches for knowledge management purposes
• Stay updated on industry trends and company policies to maintain relevance in service delivery

Job Requirements

• Excellent communication skills with the ability to articulate solutions clearly to diverse user groups
• Strong analytical mindset to identify root causes of issues and develop targeted improvement plans
• Proficiency in using customer service software and data analysis tools for process monitoring
• Basic understanding of financial principles and systems, with preference for candidates with accounting or finance background
• Ability to work independently under pressure while maintaining a high level of service quality
• Flexibility to adjust to varying shift patterns, including extended night shifts, with a minimum of 200 hours of shift work experience
• Proficient in English for written and verbal communication, with additional language skills being a plus
• Strong attention to detail to ensure accurate data collection and reporting
• Ability to maintain confidentiality and handle sensitive user information professionally
• Basic knowledge of customer relationship management (CRM) systems and service protocols

Work Environment

This role operates in a dynamic customer service environment requiring constant interaction with users through digital platforms. The candidate will work in a team-oriented setting with regular collaboration across departments. The position involves handling high-volume inquiries during peak hours and adapting to shift work schedules that may include night shifts. The work environment emphasizes efficiency, accuracy, and user satisfaction, with a focus on continuous process improvement and data-driven decision making.