Customer Support & Operations Executive - Chinese Speaker
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Key skills for this role
About the Role
OX Human Resources Consultancies is seeking a Chinese-speaking Customer Support & Operations Executive in Dubai. The role involves handling client inquiries, transaction monitoring, and operational tasks.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via live chat and email in a timely and professional manner during assigned shifts
- Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading
- Monitor real time system alerts and operational dashboards; escalate critical issues to appropriate internal teams
- Process routine operational tasks such as KYC verification, transaction checks, and account updates
- Identify and flag unusual or suspicious activity following company protocols
- Maintain accurate records of customer interactions, issues resolved, and follow up actions taken
- Collaborate with other on site support staff and relevant departments to ensure seamless case resolution and handover between shifts
- Stay updated on product features, policies, and security procedures to provide accurate information to clients
- De escalate frustrated or difficult customers with patience, empathy, and a solution oriented mindset
Requirements
- Fluency in Chinese is a must
- Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services)
- Excellent written and verbal English communication skills
- Committed to working on site during regular shift
- Strong problem solving skills and attention to detail
- Basic knowledge of cryptocurrency / forex / payment processes is a plus
Full Job Posting
Job Summary
- We are looking for a resilient and composed Customer Support professional to handle client inquiries, transaction monitoring, and operational tasks during regular business hours.
- The ideal candidate remains calm under pressure, can de‑escalate stressful situations, and works independently while collaborating effectively with the on‑site team.
Key Responsibilities
- Respond to customer inquiries via live chat, email in a timely and professional manner during assigned shifts.
- Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading.
- Monitor real‑time system alerts and operational dashboards; escalate critical issues to the appropriate internal teams.
- Process routine operational tasks such as KYC verification, transaction checks, and account updates.
- Identify and flag unusual or suspicious activity (e.g., unauthorized withdrawal requests, wallet address changes) following company protocols.
- Maintain accurate records of customer interactions, issues resolved, and follow‑up actions taken.
- Collaborate with other on‑site support staff and relevant departments to ensure seamless case resolution and handover between shifts.
- Stay updated on product features, policies, and security procedures to provide accurate information to clients.
- De‑escalate frustrated or difficult customers with patience, empathy, and a solution‑oriented mindset.
Required Qualifications & Skills
- Fluency in Chinese is a must.
- Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services).
- Excellent written and verbal English communication skills.
- Committed to working on‑site during regular shift.
- Consistently shows up on time and meets shift expectations.
- Takes ownership of tasks and follows through without reminders.
- Clearly and professionally interacts with both customers and internal teams.
- Collaborates effectively with colleagues for smooth shift handovers and team support.
- Maintains consistent performance, emotional stability, and professionalism over time.
- Strong problem‑solving skills and attention to detail.
- Basic knowledge of cryptocurrency / forex / payment processes is a plus.
- Proficiency with support tools (e.g., Zendesk, or similar CRM).
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