Mandarin Customer Support Representative – Fintech & Crypto

Role Overview Are you fluent in Mandarin and English with a passion for the fast-paced world of digital assets and financial technology? We are seeking a Mandarin & English-Speaking Customer Support Representative to join a leading, fast-growing global BPO provider in Kuala Lumpur, Malaysia . In this role, you will deliver an exceptional customer experience for one of the world's premier cryptocurrency trading platforms. Supporting an international user base via live chat and email, you will have a unique opportunity to build valuable expertise in crypto-market fundamentals, trading platforms, and financial products within a highly dynamic fintech environment. Key Responsibilities Assist global customers with inquiries via live chat and email in both Mandarin and English. Deliver an efficient, accurate, and high-quality customer service experience while staying well-equipped with knowledge of platform products, financial tools, and general crypto-market conditions. Diligently manage, track, and follow up on inquiries or complaints from current and prospective users. Understand customer needs deeply and translate them into constructive feedback and suitable solutions for management. Maintain smooth frontline operations by identifying and flagging discrepancies, potential risks, or unusual situations to management in a timely manner. Continuously contribute ideas to enhance team performance, work efficiency, and overall operational processes. Requirements & Profile Needed Languages: Close-to-native proficiency in Mandarin with mandatory reading and typing skills to confidently support users on complex, written financial interactions. A strong command of both written and spoken English is also required. Experience: Mandatory experience in Customer Service or Live-chat Customer Service. Safely targeting candidates with 2–4 years of frontline operations experience (Live Chat & Email). Industry Domain: Previous experience working with financial institutions, fintech platforms, trading environments, or cryptocurrency products is a strong advantage. Education & Skills: Preferred educational background in Finance, Economics, Mathematics, Business Administration, or analytical/STEM-related fields. Strong numerical acumen, close attention to detail, and comfort working with figures and data are highly valued. Mindset: A strong team player who is self-driven and genuinely passionate about developing a long-term career in fintech and cryptocurrency trading firms. Legal Status: Valid legal work authorization to work in Malaysia is strictly required (Note: No relocation support is provided for this position) . Work Schedule & Hybrid Model Schedule: 5 days of shift work per week, which includes working on weekends and public holidays on a rotational basis. Working Hours: Rotating shifts scheduled across three main blocks: 08:00 AM–05:00 PM, 04:00 PM–01:00 AM, or 12:00 AM–09:00 AM. Work Model: A true Hybrid Model designed for your convenience—you will work on-site at our modern Kuala Lumpur facilities during day shifts, and completely from home (remote) during night shifts. Compensation, Perks & Growth Structured Salary Package: Composed of a highly competitive monthly gross base salary , paired with dedicated fixed allowances to cover Transportation & Night Shifts , plus an additional Social Benefit Fund . Global Exposure: Gain direct professional exposure supporting a global cryptocurrency leader and collaborating with distributed, multicultural teams worldwide. Professional Development: Benefit from structured Learning & Development programs designed specifically to accelerate your professional growth and technical financial knowledge. Career Advancement: Join a heavily expanding, highly visible project that offers significant space for learning, individual recognition, and long-term vertical career progression.