Job Responsibilities

1. Ticket Handling and Customer Service

 • Responsible for timely responses and professional answers to all customer inquiries within the Zendesk ticketing system

 • Handle common issues such as failed top-ups, withdrawal delays, account freezes, risk control appeals, and activity consultations

 • Use standard scripts to ensure replies are standardized, professional, and objective

 • For issues that exceed authority or are complex, promptly report to the supervisor or relevant responsible person and follow up until resolution

2. Customer Feedback Recording and Reporting

 • Responsible for categorizing, recording, and transferring inquiries from the TG community and the APP into the Zendesk ticketing system

 • Ensure all temporary inquiries are documented for traceability to avoid omissions

 • For VIP customers or unusual issues, promptly mark for priority follow-up

 • Record customer suggestions, complaints, and service experience feedback, and complete the "Customer Feedback Registration Form"

 • Report high-frequency/significant feedback promptly to the customer service supervisor and participate in daily/weekly feedback summaries

3. Issue Classification and Tag Management

 • Correctly tag based on issue type (top-up issues, withdrawal issues, feature suggestions, complaints, VIP issues, etc.)

 • Ensure accurate classification of tickets for data statistics and issue tracking

4. Script Execution and Service Standard Compliance

 • Strictly implement platform customer service standards and the official script library

 • Regularly participate in script training to ensure uniformity and standardization of service

 • Assist the supervisor in checking script execution situations and correct any violations or non-standard responses

Qualifications:

 • Bachelor's degree or above, preferably in business, statistics, computer science, finance, or related fields;

 • Experience in finance, cryptocurrency exchange (CEX), or internet customer service preferred

 • Familiarity with basic operations of the TG community and the Zendesk customer service system

 • Possess good customer communication, issue follow-up, and service awareness

 • Detail-oriented, stable attitude, and able to adapt to shift work and duty systems

 • Experience in data statistics and customer feedback recording preferred