Customer Service at MEXC

Job Description

Key Responsibilities

• Operate online customer service tools (e.g., Zendesk, LiveChat) to handle user queries efficiently and maintain high service standards.
• Document and categorize user feedback, track problem resolution progress, and ensure timely updates to relevant departments.
• Conduct in-depth analysis of user experience challenges, identify root causes, and recommend actionable strategies for improvement.
• Collaborate with product and operations teams to refine service protocols, enhance user satisfaction, and reduce response times.
• Monitor and report on service performance metrics, including first-response resolution rates and customer satisfaction scores.
• Stay updated on industry trends and best practices to ensure service delivery aligns with evolving user expectations.
• Support the development of user-centric solutions by conducting surveys, interviews, and data analysis.
• Coordinate with technical teams to troubleshoot complex issues and provide clear guidance to users.
• Ensure compliance with company policies and data privacy regulations during customer interactions.
• Participate in regular team meetings to share insights and contribute to strategic decision-making.

Job Requirements

• Excellent communication skills with the ability to articulate solutions clearly in both written and verbal formats.
• Strong analytical mindset to interpret user feedback and identify patterns for process optimization.
• Basic understanding of business operations and financial principles (e.g., budgeting, accounting) with preference for candidates with relevant experience.
• Proficiency in using customer service software and data analysis tools to track performance and user behavior.
• Ability to work independently and collaboratively in a fast-paced environment with tight deadlines.
• Flexibility to adapt to shift work schedules, including extended night shifts, with a strong sense of responsibility during off-hours.
• Customer service experience in a similar role, with a proven track record of resolving complex issues.
• Basic knowledge of digital platforms and user interface navigation to assist clients effectively.
• Strong organizational skills to manage multiple tasks simultaneously and prioritize user needs.
• Ability to maintain composure and professionalism under high-pressure situations while delivering exceptional service.
• Preference for candidates with experience in handling multilingual inquiries or working with diverse customer bases.
• Basic understanding of CRM systems and data management practices to support client relationship maintenance.
• Ability to learn and apply new technologies quickly to enhance service delivery capabilities.
• Strong attention to detail to ensure accuracy in documentation and reporting processes.
• Basic knowledge of marketing principles to align service strategies with business objectives.

Work Schedule