Qualifications
1. Education Background: SPM & above.
2. Fluent in both English & Mandarin (training 100% English).
3. Flexibility to work in shifts (including weekends and holidays).
4. Minimum 1 year Livechat Customer Service Experience or pass typing test.
5. Typing speed: 50+ WPM in English & Mandarin.
6. Proficient in operating MacBook / MacMini devices.
7. Tech-savvy with familiarity in cryptocurrency and blockchain technology is adding advantage.

Job responsibilities
1. Customer Support & Issue Resolution
a. Provide timely, accurate, and professional responses to customer inquiries with empathy.
b. Handle a high volume of interactions efficiently while clarifying complaints and offering solutions.
c. Identify and escalate complex issues to internal teams (tech support, compliance, fraud, etc.) and follow up on unresolved cases.

2. Product Knowledge & User Education
a. Maintain an in depth understanding of products and services (spot trading, futures, P2P, staking, etc.).
b. Guide users through account setup, KYC, deposits / withdrawals, and trading processes.
c. Proactively educate users on platform updates, new features, and security practices.

3. Compliance, Security & Risk Management
a. Adhere to internal protocols and regulatory compliance guidelines.
b. Monitor and report suspicious behavior, scams, or fraud attempts.
c. Ensure all interactions align with security best practices.

4. Feedback, Reporting & Multilingual Support
a. Collect user feedback and report recurring issues for product improvement.
b. Document customer interactions and maintain accurate case logs.
c. Provide support in multiple languages as required, prioritizing bilingual or multilingual service.