The Customer Support Agent is the frontline representative responsible for delivering exceptional service to our online customers. This role ensures smooth customer experience, assistance with crypto and fiat transactions, promotes and upholds trust with clients in diverse markets across Asia. We are looking for Vietnamese OR Thai OR Indonesian speakingCustomer Support Agents (Dubai based) that will help us provide top tier customer experience, whilst having full expertise on the company’s products, services, procedures and guidelines. 

Key Value Elements

Communication & Support

• Respond to online customer inquiries via live chat, email, WhatsApp, Telegram, or in-app messaging.
• Provide fast, accurate responses about products and services.
• Deliver multilingual support (English + Vietnamese OR Thai OR Indonesian).
• Identify potential threats and fraudulent activities.

Crypto & Payment Assistance

• Guide customers through crypto deposits and withdrawals, including wallet transfers, transaction confirmations, and gas fee issues.
• Assist with e-wallet and local payment options popular in Asian markets.
• Monitor and report any failed or delayed transactions.

Customer Retention activities

• Explain terms of promotions, campaigns or other rewards.
• Recommend activities to increase customer loyalty and retention.
• Escalate customer queries whenever needed.

Operational Excellence

• Follow scripts and SOPs while maintaining a warm, friendly tone.
• Log, categorize, and resolve tickets effectively.
• Provide feedback on recurring platform related issues .

Skills

Experience & Background Required:

• Fluent level of English (spoken and written) + Vietnamese OR Thai OR Indonesian
• Basic understanding of crypto wallets, exchanges, and blockchain transactions
• Empathy, patience, fast typing, communication clarity
• Ability to guide users step-by-step through issues