Key Responsibilities:
- Respond to customer inquiries through various communication channels, including email, chat, and phone.
- Provide clear and accurate information about products, services, and KYC (Know Your Customer) requirements.
- Assist customers with KYC verifications by guiding them through document submission and explaining the process.
- Verify and review customer documents in compliance with KYC guidelines, escalating discrepancies when necessary.
- Troubleshoot basic customer issues and assist with account, verification, and product-related inquiries.
- Handle customer complaints calmly and professionally, ensuring timely resolution.
- Escalate complex issues, including advanced KYC-related problems, to the appropriate departments or supervisors.
- Maintain accurate records of customer interactions and follow up on unresolved issues.
- Collaborate with the team to ensure regulatory compliance and continuous improvement of the customer support process.
- Work rotating shifts, including night shifts, to ensure 24/7 customer support coverage.
Qualifications:
- Bachelor’s Degree from an accredited university.
- Fresh graduates are welcome to apply.
- Experience in the regulated digital asset industry is a plus.
- Fluency in Thai (written and spoken); English proficiency is a plus.
- Familiarity with KYC processes and regulations is preferred.
- Basic computer skills with knowledge of email, chat, and CRM systems (MS Office, Zendesk, 3CX).
- Strong communication skills with the ability to manage customer inquiries effectively.
- Excellent attention to detail, especially in reviewing KYC documents for compliance.
- Ability to remain calm under pressure and handle difficult situations professionally.
- Flexibility to work in rotating shifts, including night shifts.
- A self-motivated problem-solver with the ability to work independently.
