P2P客服

Customer Support Agent（P2P） English Responsibilities: Respond to customer inquiries via live chat, email, and social platforms. Handle basic account, transaction, and platform usage questions. Aim to achieve First Contact Resolution (FCR) wherever possible. Provide not only answers but also best‑value advice to enhance user experience. Follow SOPs for common issues and escalate complex cases appropriately. Maintain professional, empathetic, and accurate communication. Ensure timely responses and high customer satisfaction. Support Peer‑to‑Peer (P2P) transactions, including order status tracking, investigation, and dispute coordination in accordance with platform policies. Criteria & Requirements: Strong customer‑first mindset with empathy and patience. Proactive in problem‑solving, always striving for FCR. Committed to delivering value in every customer interaction. Open to contributing innovative ideas and best practices. Able to work in a fast‑paced, high‑pressure environment. Qualifications: Diploma or Bachelor’s degree preferred. Good command of English (Mandarin/other languages an advantage). Minimum 1+ year of customer service experience (finance/crypto/e‑commerce a plus). Basic knowledge of blockchain or cryptocurrency preferred. Experience in P2P platforms or handling P2P transactions/disputes is a strong plus. 中文 岗位职责： 通过在线聊天、邮件及社交平台回复用户咨询。 处理账户、交易及平台使用的基础问题。 尽量实现首次联系解决（FCR）。 在解答问题的同时，为用户提供最佳价值，提升整体用户体验。 按照标准操作流程（SOP）处理常见问题，并适时升级复杂案例。 保持专业、有同理心且准确的沟通方式。 确保及时响应并维持高客户满意度。 负责点对点（P2P）交易支持，包括订单状态跟进、问题调查及纠纷协调，确保符合平台政策。 任职条件： 具备以客户为中心的服务意识，富有耐心与同理心。 积极主动解决问题，持续追求首次解决。 致力于在每次沟通中为用户创造价值。 乐于分享创新想法及行业最佳实践。 能适应快节奏、高压力的工作环境。 资格要求： 大专或本科以上学历优先。 良好的英语能力（具备普通话或其他语言能力者更佳）。 一年以上客服相关经验（有金融/加密货币/电商经验者优先）。 具备区块链或加密货币相关基础知识者优先。 具备 P2P 平台或 P2P 交易／纠纷处理经验者优先。