菲律宾一线客服(Local Filipino)

岗位职责 | Job Responsibilities: 负责加密货币交易所平台的用户一线咨询服务，通过线上服务渠道，专业、高效地解答用户关于充提币操作、KYC 实名认证、交易规则、平台功能使用等全场景的业务问题，保障用户问题的解决效率。 Provide frontline customer support for the crypto exchange platform. Professionally and efficiently resolve users' inquiries regarding deposits/withdrawals, KYC verification, trading rules, and platform functionalities through online channels, ensuring high issue-resolution efficiency. 承接用户的投诉、异议与各类需求反馈，跟进问题的全流程处理，协调内部相关部门推进疑难问题解决，及时向用户同步处理进度，维护良好的平台用户体验。 Handle user complaints, disputes, and feedback. Follow up on the entire process, coordinate with internal departments to resolve complex issues, and keep users updated on progress to maintain a positive user experience. 严格遵循平台合规要求与客户服务标准开展工作，在高并发、高压的咨询场景下，始终保持专业的服务态度与职业素养，保障服务质量与响应时效。 Strictly adhere to platform compliance requirements and service standards. Maintain professionalism and composure under high-pressure, high-volume workloads to ensure service quality and response timeliness. 收集、整理用户高频咨询问题、核心反馈与优化建议，定期输出用户问题复盘总结，为平台服务流程优化、产品功能升级提供参考依据。 Collect and organize frequently asked questions and feedback. Regularly produce summaries and insights to optimize service processes and product features. 配合团队完成各项客户服务核心指标，包括咨询响应时效、问题一次性解决率、用户满意度等，持续优化个人服务能力与工作效率。 Collaborate with the team to meet KPIs such as response time, first-contact resolution rate, and user satisfaction, continuously improving personal efficiency and service capability. 岗位要求 | Job Requirements: 菲律宾国籍 ，英语达到母语级水平，可无障碍使用英语完成专业的用户沟通、问题解答与业务对接工作。 Filipino nationality with native-level English proficiency, capable of professional communication, issue resolution, and coordination without barriers. 可适应 UTC+8 时区的工作节奏，能够接受中班或晚班的轮班制工作安排。 Adaptable to UTC+8 working hours and able to work on a rotating shift schedule (including afternoon or night shifts). 必须具备加密货币（Crypto）交易所相关的一线客服、用户服务类工作经验，熟悉加密行业的基础业务逻辑与合规要求。 Prior experience in customer support at a crypto exchange is mandatory. Familiarity with the industry's business logic and compliance requirements is essential. 熟练掌握加密交易所的基础业务流程，包括充提币操作、KYC 认证流程、现货及衍生品交易规则等核心业务知识。 Proficient in core exchange operations: deposits/withdrawals, KYC procedures, and spot/derivatives trading rules. 具备极强的工作稳定性与职业素养，抗压能力优秀，能够在高负荷、高压的工作场景下，保持耐心、专业的服务状态。 Highly stable and professional with excellent stress management skills, maintaining patience and composure during high-volume periods. 具备优秀的沟通表达能力、问题解决能力与情绪管理能力，拥有强烈的用户服务意识与工作责任心。 Excellent communication, problem-solving, and emotional management skills with a strong sense of ownership and user-centric mindset. 加分项 | Bonus Points: 具备基础的中文沟通能力，可使用中文完成基础的业务对接与内部沟通。 Basic Mandarin communication skills for internal coordination and business liaison. 拥有头部加密货币交易所 1-2 年及以上一线客服工作经验，有成熟的用户服务与问题处理方法论。 1-2+ years of experience at a top-tier crypto exchange with a proven methodology for user support and issue resolution. 具备用户运营、社群服务相关工作经验，可承接基础的社群用户维护工作。 Experience in user operations or community management, capable of handling community maintenance. 熟悉菲律宾本地加密市场用户需求与行业环境，拥有本地化服务相关经验。 Familiarity with the Philippine crypto market landscape and user needs, with experience in localized customer service.