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Escalation Specialist (Tier 2 CSO)

Salary undisclosed

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Job details:

Handle complex cases like account compromised, hacked, dispute, inheritance and etc. Also, will need to handle trading bot, margin, future, stacking, payment (escalation) related inquiries as well. Training will be provided.

Responsibilities:

1. Deliver fair outcomes to our customers and ensure the quality of service is maintained.

2. Actively share customer feedback with internal departments to enhance the customer experience.

3. Respond promptly to feedback received through social media channels.

4. Collaborate with internal teams to ensure comprehensive pre- and post service for all products.

5. Primarily handle upgrade services, complex issues, and customer complaints, providing swift resolutions, proficient service, and maintaining strong customer relationships.

Qualifications:

1. SPM or above.

2. Bilingual Support (Mandarin + English)

3. Good at English expression and have 1-2 years of customer service experience (preferably).

4. Candidates with 1-2 years of experience in escalation team within the blockchain industry will be given priority.

5. Individual with significant trading experience are welcomed.

Benefits:

1. Competitive pay package (base salary + transportation allowance + meal allowance + attendance allowance + night shift allowances + generous KPI bonus + annual bonus).

2. Excellent growth and advancement opportunities: we offer you support, skill development, coaching opportunities, and training programs to help you succeed.

3. Weekly tea-time, monthly team building