Senior Customer Support Specialist (Fluent English Only)

Job Descriptions:

• Handle complex or escalated customer inquiries through live chat and other communication channels with professionalism and accuracy.

• Analyze customer needs, provide tailored solutions, and ensure complete issue resolution through proactive follow-up — including direct contact via company mobile phone when needed.

• Manage and resolve general complaints effectively, minimizing escalation rates and enhancing customer satisfaction.

• Collaborate with departments such as Payments, Technical Support, and Operations to solve cross-functional issues efficiently.

• Demonstrate strong product and process knowledge to guide both customers and junior team members.

• Mentor and support junior staff through coaching, training, and sharing best practices.

• Provide insights and feedback to management to improve workflows, service quality, and overall customer experience.

Requirements

• FLUENT ENGLISH (Minimum C1 or above).

• Possess knowledge in Trading (Forex/Commodities/Indices/Crypto/Banking).

• Minimum 2–3 years of experience in customer service or similar roles (Team Leader or Supervisor).

• Excellent communication skills, both written and verbal.

• Empathetic and patient when dealing with challenging customer interactions.

• Strong logical analysis ability, able to quickly break down target tasks and possess multitasking skills.

• Accept rotating shifts, flexibility to work on non-traditional hours including evenings, weekends, and holidays.

• Skills in helpdesk tools and CRM software are preferred.

• Guide junior customer service to handle problems, with basic training and quality inspection capabilities.

Benefits:

• Opportunities for career growth and advancement within the company.

• Performance-based incentives and bonuses to reward your dedication and exceptional service.

• Afternoon and night shift bonus.

• 5 working days per week