Digital Platform Customer Service

Position Overview

The Digital Platform Customer Service Specialist provides timely, accurate, and professional support to global users and community members through online channels. The role handles enquiries involving accounts, app usage, identity verification, transaction status, campaigns, and general platform issues. Practical experience supporting next-generation digital platforms or related technology ecosystems is required, together with the ability to identify issues, de-escalate users, prevent scams, and coordinate resolution with Product, Technology, Operations, and relevant compliance teams.

Key Responsibilities

1. Omnichannel User Support

• Respond to user enquiries through live chat, Telegram, WhatsApp, email, and other designated channels;
• Clearly explain registration, account verification, app functions, campaign rules, and operating procedures;
• Record, classify, follow up, and close tickets in line with service standards and approved information;
• Handle complaints, distressed users, and sensitive issues professionally, escalating high-risk cases promptly.

2. Platform Support & Security Awareness

• Assist with account connectivity, network selection, transaction status, deposit/withdrawal display, and platform-record enquiries;
• Use designated platform tools to verify public transaction or activity information and explain processing status, service charges, account details, and network differences;
• Educate users on protecting account credentials, passwords, and verification codes, and identify phishing, impersonation, incorrect-information, and common scam risks;
• Never request passwords or other sensitive security credentials and strictly follow data-protection, information-security, and escalation procedures.

3. Issue Escalation & Service Improvement

• Reproduce user issues accurately and collect required evidence such as screenshots, version, device, account details, and transaction reference numbers;
• Work with Product, Technology, Operations, and Community teams to track incidents and update users;
• Consolidate FAQs, user feedback, and service data to improve the knowledge base and standard responses;
• Monitor community sentiment and recurring issues, promptly reporting incidents that may affect multiple users.

Qualifications

• Minimum 1-2 years of customer service, community support, or platform operations experience, including mandatory exposure to next-generation digital platforms, FinTech, international online platforms, or related projects;
• Working knowledge of digital-platform operations and security fundamentals, including account security, identity verification, transaction references, network status, service charges, and common scam risks;
• Familiarity with Telegram, Discord, or other online community platforms; ticketing-system or CRM experience is preferred;
• Strong issue analysis, written communication, interpersonal, and de-escalation skills;
• Able to use Chinese and English as working languages; Bahasa Malaysia or another Southeast Asian language is preferred;
• Willing to work shifts, weekends, or public holidays when required by operations.

Core Competencies

• Digital Platform Fundamentals
• Troubleshooting
• User Communication
• Security & Scam Awareness
• Cross-functional Collaboration