Customer Service Representative

Customer Service Representative (Cryptocurrency)We are looking for a proactive, customer-centric Customer Service Agent who brings a strong can-do attitude, passion for helping people, and commitment to delivering an excellent end-to-end customer experience. You will handle customer interactions across multiple channels and ensure every issue is resolved with accuracy, empathy, and ownership.RESPONSIBILITIESCustomer Interaction & Case HandlingHandle inbound & outbound calls, emails, live chats, and social media channels (Facebook, LINE).Manage customer complaints with professionalism and provide clear solutions and timely follow-up until resolution is secured.Identify customer needs and pain points, and provide accurate, comprehensive, and helpful information.Customer-Centric & End-to-End Journey FocusTake ownership of each case from start to finish (end-to-end).Demonstrate empathy and active listening to ensure positive customer experience.Proactively suggest improvements or alternatives that enhance customer satisfaction.Provide insights into recurring issues to improve product, process, and CX design.Communication & CollaborationCommunicate effectively with internal teams (Operations, Product, Compliance, etc.) to obtain information or resolve issues.Follow communication protocols, guidelines, and policies to ensure consistent service quality.Support cross-functional teams with customer liaison tasks when needed.Operational ExcellenceWork in a shift-based environment within 24-hour operations.Maintain accuracy and attention to detail while handling multiple tasks.Uphold service standards including response time, resolution time, and data accuracy.WORK EXPERIENCE REQUIREMENTSBachelor’s degree in any field1+ year of experience in Customer Service or equivalentGood command of English (written & spoken) – TOEIC 600+ preferredBasic computer and typing skillsAbility to multitask, prioritize, and work well under pressureWillingness to work shifts, including weekends & night shiftsExperience or knowledge in cryptocurrency, blockchain, or trading is a strong advantagePositive, Can-Do Attitude — proactive, solution-driven, and willing to learnCustomer-Centric Mindset — able to understand customer needs deeply and deliver exceptional serviceOwnership of End-to-End Cases — committed to resolving the customer’s issue fully