Customer Support Representative Mandarin

As a Customer Support Representative you will play a key role in delivering an exceptional customer experience for Bybit one of the worlds leading cryptocurrency trading platforms as part of a global project delivered by Conectys.

You will be at the frontline of customer interactions supporting users through live chat and email while helping ensure smooth daily operations and continuous service improvement within a fastpaced fintech / crypto environment. This role requires accuracy analytical thinking and a genuine interest in financial markets and cryptocurrency products while offering space for learning growth and longterm career development.

With over 3000 employees across multiple sites worldwide Conectys is one of the fastest growing BPOs on the market delivering multilingual outsourcing services to customers across Fintech Gaming and Entertainment Consumer Electronics Healthcare and many more. Here at Conectys we work together to support each other in a common interest making our customers success our own success.

Within your role you will:

• Assist customers with inquiries via live chat or email in Mandarin and English
• Ensure an efficient accurate and highquality customer service experience
• Be well equipped with the Bybit platform products and cryptomarket fundamentals while keeping abreast of general market conditions
• Diligently manage and follow up on inquiries or complaints from current and prospective users
• Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management
• Ensure frontline operations are smooth by flagging discrepancies potential risks or unusual situations to management in a timely manner
• Continuously seek improvements to enhance team performance work efficiency and overall operational processes

What will make you successful for the role:

• Mandarin proficiency at close to native level able to confidently support users on complex written interactions related to financial and crypto products (reading & typing mandatory)
• Strong command of English written and spoken
• Preferably 24 years of customer service experience trained in frontline operations (Live Chat & Email)
• Experience working with financial institutions fintech platforms trading environments or cryptocurrency products is a strong advantage
• Educational background in Finance Economics Mathematics Business Administration or other analytical / STEMrelated fields is preferred
• Strong numerical acumen with attention to detail and comfort working with figures data and statistics
• Passion to develop knowledge and a longterm career in fintech / cryptocurrency trading firms
• Team player committed and selfdriven with the ability to respond positively and professionally to user requests
• Ability to perform 5 days shift work including weekends and public holidays (8am5pm / 4pm1am / 12am9am)
• Willingness to work onsite during day shifts and from home during night shifts according to the hybrid model (office location: Regus 1 Sentral Level 16 Jalan Stesen Sentral 5 KL Sentral 50470 Kuala Lumpur Office No. 1602)
• Legal work authorisation in Malaysia is required

Sounds good Find out what you can get:

• Exposure to a global cryptocurrency leader (Bybit) supporting an international user base
• A challenging fintech environment where accuracy learning and initiative are encouraged
• Opportunity to develop valuable expertise in cryptocurrency trading platforms and financial products
• International exposure and collaboration with distributed multicultural teams
• Competitive compensation and benefits aligned with experience and shift patterns
• A growing project where your contribution and expertise are visible
• Developed Learning & Development programs to support your growth

We take pride in our approach to diversity as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff regardless of race gender religion sexual orientation responsibility for dependents age physical or mental disability or background.