(Web 3/ Cyrpto) Customer Service Officer

Nogle Philippines Inc. is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which is tailored to the unique needs of global financial technology firms. Nogle Philippines Inc. offers several key operations positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.

About the Opportunity:

Primary task is to provide quality customer support to our multi-currency digital assets exchange and derivatives platform's Chinese speaking* users (Mandarin and other dialects) through its available online communication support channels. Critical tasks include observance of proper handling process for corresponding financial transactions in any applicable currency (crypto and/or fiat), among other highly sensitive financial and non-financial account related information; and managing VIP accountholders, mutual onboarding partners and white label clients customer support needs.

The Jr. Customer Service Officer II may also be tasked to handle market specific support channels which may include, but is not limited to, proprietary payment gateway channels with market specific language-based skills and proficiency requirements among others.

Responsibilities:

• Assist with exchange platform / payment gateway channel's customer concerns, requests, queries through available communication channels (support email / CRM system / live chat / social media / community channels / messaging apps (official TG, Whatsapp, Discord etc.)
• Monitor, review, and process merchant payments accurately within the agreed service level as applicable
• Coordination with internal support and team members to handle transaction related issues
• Help manage FAQ, SOP, KB, Confluence and other reference tools for any new coming features and updates as required
• Perform other tasks and duties to be assigned by Supervisor

Requirement:

• Proficient in verbal and written Mandarin and English languages
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)
• Capacity for independent thinking, i.e. for finding ways to resolve new problems or improving our services on your own and share it with team members
• With at least 2 years Customer Service / BPO experience
• Working Knowledge on computers
• Willing to work in a shifting schedule
• Willing to work from home or at the office/business site as needed
• Bachelor's degree or equivalent is an advantage

Nice to Haves

• Has Crypto and Fiat Spot/Futures knowledge
• Has identity verification (KYC) experience
• High customer-orientation
• Self-motivated but is a team player and can work under pressure
• Familiar with CRM/CSR flow and system
• At least 2-year CSR related experience (directly communicate with customers)