[Fintech] Customer Service Officer (Mandarin non-voice)

Nogle Philippines is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. Nogle Philippines is engaged by BTSE Group to offer several key 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.

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

The task of Jr. Customer Service Officer 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 Know-Your-Customer (KYC) verification process for corresponding financial transactions in any applicable currency, among other highly sensitive account related information.

Responsibilities

• Manage and handle new and existing client on-boarding and identity verification (KYC) needs as applicable.
• Assist with exchange platform 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.)
• Coordination with internal support and team members to handle transaction issues.
• Build up FAQ, SOP, KB for any new coming features as required.
• Perform other tasks and duties to be assigned by Supervisor.
  
  

Qualifications

• 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 exchange platform Spot/Futures knowledge in any currency.
• 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 1-year CSR related experience (directly communicate with customers).