Customer Support at MEXC

Job Description

Key Responsibilities

• Operate online customer service tools to receive and respond to user inquiries via multiple channels (e.g., chat, email, phone), maintaining a high level of professionalism and accuracy in communication.
• Systematically identify process-related problems, document them, and provide timely feedback to relevant teams for resolution. This includes analyzing root causes and proposing actionable improvements.
• Conduct in-depth research on user experience obstacles, gather insights through data analysis and user feedback, and develop strategies to optimize workflows and enhance customer satisfaction.
• Collaborate with product and operations teams to implement process improvements, ensuring alignment with business goals and quality standards.
• Monitor service performance metrics and report on key KPIs to support data-driven decision-making and continuous service enhancement.
• Ensure seamless support during shift changes, particularly for long night shifts, by maintaining clear communication and handover protocols.

Job Requirements

• Native or fluent proficiency in both Japanese and Chinese, with the ability to communicate effectively in professional settings and handle complex customer interactions.
• Strong business acumen and analytical skills, capable of understanding core business concepts and financial principles after training. Prior experience in finance or related fields is a distinct advantage.
• Excellent problem-solving abilities, with a proactive approach to identifying inefficiencies and proposing innovative solutions to improve service delivery and operational processes.
• Ability to work in a fast-paced environment with minimal supervision, demonstrating adaptability and resilience under pressure.
• Proficiency in using customer service software and tools, including ticketing systems, CRM platforms, and communication applications.
• Flexibility to adapt to shift work schedules, including long night shifts, with a commitment to maintaining high service standards regardless of working hours.
• Strong teamwork and collaboration skills, with the ability to work closely with internal departments to achieve common objectives.
• Basic understanding of digital tools and technologies, including data analysis software and workflow management systems, to support process optimization efforts.

Qualifications

Preferred qualifications include a bachelor's degree in business administration, finance, or a related field, along with 1-2 years of experience in customer service or operations support roles. Demonstrated ability to work independently and manage multiple tasks simultaneously is essential. Candidates should also possess a proactive attitude towards learning and professional development, with a willingness to undergo training in financial systems and business processes. Strong interpersonal skills and the ability to maintain a positive attitude in challenging situations are highly valued.