Job Overview:

We are a leading cryptocurrency exchange with team members from the top five exchanges globally, core technology teams from BAT, and backgrounds in quantitative trading and venture capital. We are actively expanding into the Vietnamese market and are seeking a bilingual Customer Service Representative fluent in Chinese and Vietnamese, based in our Hanoi office. Candidates with experience in customer service within a cryptocurrency exchange will be given priority.

Main Responsibilities:

• Respond to user inquiries regarding trading operations and platform usage;
• Assist internal teams in addressing user feedback and following up on system issues;
• Assist in drafting and translating customer service content in Chinese and Vietnamese (such as announcements, FAQs, etc.);
• Collect user suggestions to help enhance service quality and user experience;
• Participate in internal training and support the continuous optimization of customer service processes;

We are a leading cryptocurrency exchange, with a team comprised of members from the top 5 exchanges globally, technology groups like BAT, and investment firms/quantitative trading teams. Currently, we are expanding into the Vietnamese market and need to recruit 01 bilingual Customer Service Representative fluent in Chinese and Vietnamese, working directly at our Hanoi office. Preference will be given to candidates with experience in customer service within the exchange industry.

Job Description:

- Respond to user inquiries regarding trading and platform usage;

- Support internal teams in handling user feedback and issues;

- Assist in drafting and translating customer service content in Chinese and Vietnamese (announcements, FAQs, etc.);

- Document user feedback to contribute to the improvement of service quality and experience;

- Participate in internal training and support process enhancements in customer service;