Senior Customer Support Specialist (Fluent English Only)

Job Descriptions: Handle complex or escalated customer inquiries through live chat and other communication channels with professionalism and accuracy. Analyze customer needs, provide tailored solutions, and ensure complete issue resolution through proactive follow-up — including direct contact via company mobile phone when needed.

Manage and resolve general complaints effectively, minimizing escalation rates and enhancing customer satisfaction. Collaborate with departments such as Payments, Technical Support, and Operations to solve cross-functional issues efficiently. Demonstrate strong product and process knowledge to guide both customers and junior team members.

Mentor and support junior staff through coaching, training, and sharing best practices. Provide insights and feedback to management to improve workflows, service quality, and overall customer experience. Requirements

FLUENT ENGLISH (Minimum C1 or above) . Possess knowledge in Trading (Forex/Commodities/Indices/Crypto/Banking). Minimum 2–3 years of experience in customer service or similar roles (Team Leader or Supervisor).

Excellent communication skills, both written and verbal. Empathetic and patient when dealing with challenging customer interactions. Strong logical analysis ability, able to quickly break down target tasks and possess multitasking skills.