Customer Service Executive – Vietnam
Location: Ho Chi Minh City, Vietnam
Department: Customer Service
Employment Type: Full-time
Shift: Rotational (24/7 support including weekends and public holidays)
About Zbit
Zbit is a global cryptocurrency exchange committed to providing secure, compliant, and user-friendly digital asset trading solutions. We empower users through innovative blockchain technology while delivering exceptional customer service and operational excellence.
Position Summary
We are seeking a proactive and customer-focused Customer Service Executive to join our Vietnam team. The ideal candidate will provide timely, professional, and accurate support to users via live chat, email, and social channels while ensuring an outstanding customer experience. The role requires excellent communication skills, strong problem-solving abilities, and a willingness to learn about cryptocurrency, blockchain, and digital asset trading.
Key Responsibilities
- Provide prompt and professional customer support through Live Chat, Email, Telegram, and other communication channels.
- Handle customer inquiries related to:
- Account registration
- KYC verification
- Deposits and withdrawals
- P2P transactions
- Spot trading
- Wallet and security issues
- Campaigns and promotions
- Resolve customer complaints while maintaining high service standards.
- Escalate technical, fraud, compliance, or payment-related issues to the appropriate internal teams.
- Maintain accurate records of customer interactions using CRM and ticketing systems.
- Educate customers on platform features, trading processes, and security best practices.
- Monitor ongoing customer issues and ensure timely follow-up until resolution.
- Identify recurring customer concerns and provide recommendations for process improvements.
- Collaborate with Product, Operations, Risk Control, Compliance, and Technical Support teams.
- Maintain service quality by meeting defined KPIs, including:
- First Response Time (FRT)
- Resolution Time
- Customer Satisfaction (CSAT)
- Ticket Quality Score
- Stay updated on Zbit products, cryptocurrency trends, and regulatory developments affecting users.
Requirements
- Bachelor's degree in Business, Finance, Customer Service, Communications, or a related field.
- 1–3 years of experience in customer service, fintech, cryptocurrency, financial services, or e-commerce.
- Fresh graduates with excellent communication skills are encouraged to apply.
- Fluent in Vietnamese and English (written and spoken).
- Mandarin proficiency is an advantage.
- Strong interpersonal and communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to multitask and work effectively in a fast-paced environment.
- High attention to detail and strong sense of responsibility.
- Comfortable working rotational shifts, including weekends and public holidays.
- Basic knowledge of cryptocurrency, blockchain, and digital asset trading is preferred.
Preferred Qualifications
- Experience supporting cryptocurrency exchanges or fintech platforms.
- Familiarity with CRM systems such as Zendesk, Freshdesk, Salesforce, or similar platforms.
- Understanding of KYC, AML, fraud prevention, and risk management processes.
- Experience handling Live Chat and Email support.
Key Performance Indicators (KPIs)
- First Response Time (FRT)
- Average Resolution Time
- Customer Satisfaction (CSAT)
- Ticket Resolution Rate
- Quality Assurance Score
- Customer Retention and Satisfaction
- Compliance with SOPs and internal policies
What We Offer
- Competitive salary and performance-based incentives.
- Career growth opportunities in the blockchain and fintech industry.
- Comprehensive onboarding and professional training.
- International working environment.
- Exposure to cutting-edge blockchain technology.
- Collaborative, dynamic, and innovation-driven culture.
- Opportunities to grow into Senior Customer Service, Team Leader, Quality Assurance, Training, or Operations roles.
