Job description
Responsibilities
1. Provide professional and efficient text consultation services to platform users through online channels, accurately answering questions users encounter during platform usage, trading, and product operations.
2. Familiar with the platform's various products and business rules, provide professional consultation services related to platform products and trading, and offer clear and accurate solutions based on users' actual needs.
3. Responsible for handling daily customer service conversations, promptly identifying user issues and emotions, ensuring effective communication and reassurance, and continuously improving service quality and customer satisfaction.
4. Able to quickly identify complex, abnormal, risky, and highly sensitive user scenarios, and determine whether manual intervention, escalation, or transfer is necessary.
5. Collaborate with AI to monitor AI responses and user conversations, and intervene manually in a timely manner when necessary to ensure users receive accurate and appropriate services.
6. Record customer consultation content and typical issues when necessary, analyze user needs and frequently asked questions, and provide feedback to relevant departments to assist in optimizing products, systems, and service processes.
7. Collaborate with the team to complete customer service quality checks, business training, AI management effect monitoring, and related data analysis work, continuously improving overall service efficiency and quality.
Requirements:
1. More than one year of customer service experience in an exchange.
2. Familiar with common business and products of digital asset trading platforms, possessing knowledge of spot trading, derivatives, leverage, deposits and withdrawals, KYC, activities, etc.; candidates with a background or knowledge in the financial industry, such as stocks and futures, are preferred.
3. Strong service awareness and user communication skills, able to accurately understand user needs and solve problems in a professional, clear, and patient manner.
4. Good awareness of using AI tools and human-machine collaboration, able to understand and cooperate with AI management work modes, proactively monitor AI response quality, and intervene manually in a timely manner when necessary.
5. Strong learning ability and business sensitivity, able to quickly grasp new products, new features, business rules, and AI customer service-related processes of the platform, and continuously update professional knowledge.
6. Able to adapt to the rhythm of customer service work and shift arrangements, possessing strong stress resistance and sense of responsibility.
7. Proficient in reading, writing, and speaking English to support customer service work.