CUSTOMER & OPERATION SUCCESS

1. Customer Service:

• Solve customer inquiries via online ticketing system
• Professionally resolve customers' questions, submitted to our customer support channels
• Build and enhance knowledge base/help center via online platform.
• Compile reports for major questions and key CS metrics tracking.
• Operate withdrawal/deposit request
• Support with system monitoring, reconciling daily financial reports.
• Train other members if needed

2. Community Management:

• Help customers to stay informed about the company's update through different social media channels.
• Manage day to day outbound communications and track key metrics.
• Maintain communication with moderators to drive our community.
• Create and administer surveys & share results with operation teams.
• Conduct market research to become the market expert of your region, and report for emerging trends and potential opportunities.

3. Localization and Testing:

• Participate in testing platforms as an user and report localization errors and bugs.
• Translate from English to your native language
• Test translations and new functionalities before an update is released.

4. Sales & Marketing System Operation

• Support to create content writing & video for marketing/sale materials based on basic operation of supporting systems like Canva, Capcut, etc
• Research new technology to integrate into current work and boost team productivity for example using AI tools for creating marketing contents or support operation flows.
• Operate and monitor affiliate or sale management systems. Monitor and Reports as a daily/weekly basis to the direct manager.

Requirement

• Proven work experience of 2+ years as a Customer Service Representative in the technology industry.
• Have experience using ticketing/ email systems such as Zendesk, or other supporting CRM platforms.
• Holding a good understanding about CRM systems is a must for a senior position.
• Having 2-3 years experience of team management is a plus for a senior.
• Have passion with NFT, Crypto is a plus
• Can work under minimal supervision.
• Ability to multitask.
• Good at time management
• Ability to understand a player's concerns or situations easily.
• Ability to handle difficult players in a professional and polite manner.
• Good communication skills
• English proficiency is a must

Benefit

• Working hours: 9:00 - 17:00 (5 days per week);
• Salary: Competitive with lucrative add-ons (based on skills and experience);
• Salary Review: 2 times/year based on employee's performance and contribution;
• Computer provided when working
• Young, dynamic, professional working environment
• Team building activities, annual picnic
• Modern equipment
• Free coffee, tea,...