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Mandarin Speaker Customer Service (Crypto)

UBASE AsiaBayan Lepas, Penang, Malaysia

1 day ago

Job description

We are looking for Mandarin-speaking candidates to join our team as Non-Voice Customer Support Representatives for a leading cryptocurrency client . This is a remote position with responsibilities focused on chat-based support only'—no phone calls involved.

Responsibilities

Work from home (fully remote).
24 / 7 rotational shifts, including nights, weekends, and public holidays.

Job Description

1. Customer Support & Issue Resolution

Provide timely, accurate, and professional responses to customer inquiries with empathy.

Handle a high volume of interactions efficiently while clarifying complaints and offering solutions.

Identify and elevate complex issues to internal teams (tech support, compliance, fraud, etc.) and follow up on unresolved cases.

2. Product Knowledge & User Education

Maintain an in-depth understanding of products and services (spot trading, futures, P2P, staking, etc.).

Guide users through account setup, KYC, deposits / withdrawals, and trading processes.

Proactively educate users on platform updates, new features, and security practices.

3. Compliance, Security & Risk Management

Adhere to internal protocols and regulatory compliance guidelines.

Monitor and report suspicious behaviours, scams, or fraud attempts.

Ensure all interactions align with security best practices.

4. Feedback, Reporting & Multilingual Support

Collect user feedback and report recurring issues for product improvement.

Document customer interactions and maintain accurate case logs.

Provide support in multiple languages as required, prioritizing bilingual or multilingual service.

Job Requirements

Education Background : SPM & above

Fluent in both English & Chinese (training 100% English)

Flexibility to work in shifts (including weekends and holidays)

Minimum 1 year Customer Service Experience

Tech‑savvy with familiarity in cryptocurrency and blockchain technology is an added advantage

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Customer Service Mandarin Speaker • Bayan Lepas, Penang, Malaysia

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