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;

Job Requirements:

• Proficient in Chinese and Vietnamese, with strong written and verbal communication skills;
• At least 1 year of experience in online customer service for cryptocurrency exchanges;
• Familiar with customer service ticketing systems (such as Zendesk) or have relevant training experience;
• Must accept a six-day work schedule per week, with a serious attitude and strong stress resistance.

Working Hours and Location:

• Office Location: Hanoi, Vietnam (must work on-site);
• Current work schedule: 09:00–18:00 daily, working 6 days a week, from Monday to Saturday;
• Depending on team development, there may be an expansion to a two-shift system (09:00–18:00 / 15:00–00:00), with a five-on-two-off rotating schedule;

Requirements:

- Proficient in Chinese and Vietnamese (listening, speaking, reading, writing)

- At least 1 year of customer service experience at a cryptocurrency exchange

- Proficient in basic work software and ticket processing systems (such as Zendesk)

- Responsible, able to handle pressure well, and willing to work 6 days a week

Work Schedule:

- Work at the Hanoi office

- Current working hours: 09:00 – 18:00 (Monday to Saturday, 1 hour lunch break)

- May be adjusted to a two-shift rotation in the future:

(Shift 1: 09:00 – 18:00 / Shift 2: 15:00 – 00:00), with 2 days off per week, on a rotating schedule