Customer Service Specialist

Описание вакансии

• Position Overview As the frontline core of our securities customer service in the Kazakhstan market, you will be responsible for providing professional, efficient, and empathetic comprehensive customer service to retail (C-end) users. You will interact directly with local users, answer trading and product-related inquiries, safeguard the user experience, and serve as the most direct bridge between the platform and local users in Kazakhstan.
• Responsibilities【need night shift】
• Daily Customer Service: Address inquiries from local users in Kazakhstan regarding the securities App usage, account opening, deposits/withdrawals, and stock trading via online chat, email, and phone, ensuring timely responses and accurate answers.
• Issue Tracking & Closed-Loop Management: Accurately log and categorize user feedback. Conduct preliminary troubleshooting for complex or technical issues, and promptly escalate them to internal departments (Product, Tech, Compliance, etc.), tracking the progress until the issues are fully resolved.
• Complaint & Crisis Management: Pacify users and properly handle daily customer complaints. Keenly identify potential business risks or systemic loopholes, and promptly report emergencies (such as trading system delays).
• Knowledge Base Optimization & Feedback: Based on daily service experience, proactively collect and summarize common user needs and pain points. Assist in refining standard customer service scripts and the localized knowledge base (FAQ), providing valuable optimization suggestions to the product and operations teams.
• Requirements
• Education: Bachelor's degree or above; majors in Finance, Economics, Marketing, or Linguistics are preferred.
• Language Skills: Proficient in Kazakh and Russian (able to use them as working languages for barrier-free, in-depth communication with local users); proficiency in Chinese or English is a strong plus.
• Experience: 2+ years of relevant experience in customer service; experience in finance, securities, FinTech, or overseas application services is highly preferred.
• Business Knowledge: Basic understanding of financial markets (especially stock trading), or strong learning ability to quickly grasp the business logic and operational workflows of securities Apps.
• Core Competencies: Strong sense of service, patience, and empathy; excellent communication and emotion management skills; strong ability to work under pressure.
• Teamwork: Detail-oriented and responsible, with a good team spirit; able to adapt to the fast-paced working environment during the startup phase of the business.

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