VIP Customer Service Representative (Portuguese)
- Brasília - DF
- Permanente
- Período integral
- A leading crypto exchange since 2018
- With 20 million registered users worldwide
- Official crypto exchange partner of Chelsea FC
- User-First, reliable, innovative, and diversified
- List over 1,000 spot trading pairs
- Offer over 300 futures trading pairs
- Integrate with over 80 public chain ecosystems
- Rank top on CoinMarketCap and CoinGecko
- TradingView's Best Crypto Exchange for 2021, 2022 & 2023
- A gateway for the next billion crypto users
- 24/7 Real-Time Support: Respond promptly and accurately to VIP client inquiries, requests, and feedback through various encrypted channels (online chat, email, etc.) with zero delay and maximum reliability.
- VIP Personalized Service: Understand and anticipate the expectations and needs of VIP clients to deliver tailored, premium experiences. Proactively engage with clients to foster trust and build long-term relationships.
- Complex Issue Handling & Escalation: Efficiently identify and resolve common issues independently. For more complex cases (e.g., investment inquiries, serious complaints, risk control matters), follow escalation protocols strictly and coordinate cross-functional support until resolution, ensuring transparency and client satisfaction.
- Service Documentation & Insights: Accurately document all client interactions and service workflows. Provide regular reports and insights based on client feedback and service trends to support continuous improvement.
- Native-level fluency or CEFR C1/C2 (or equivalent) in Portuguese. Must demonstrate the ability to communicate clearly, professionally, and appropriately within financial or high-end service sectors, including proper use of technical terminology.
- Strong business-level proficiency in written and spoken English (minimum CET-6 or equivalent). If not fluent in English, must be fully proficient in Chinese, with excellent oral and written communication skills.
- 2+ years of customer service experience in financial industries such as banking, securities, payments, wealth management, or fintech. Experience serving high-net-worth/VIP clients is highly preferred.
- Genuinely client-focused, driven to deliver excellence. Strong empathy and patience, with a consistent professional demeanor even under pressure.
- High sensitivity to multicultural nuances, with the ability to communicate clearly, succinctly, and accurately. Strong listening skills, logical thinking, and the ability to identify root issues and propose effective solutions.
- Able to work rotating shifts, including nights, weekends, and holidays, in a demanding, high-expectation environment. Maintains a positive attitude and high performance under pressure.
- Join an international and diversified team
- Great career development in a fast-growing company
- Be part of the future of finance technology and achieve meaningful goals
- Competitive market salary and fully remote/work-from-home flexibility
- Flexibility to observe your local holiday calendar, alongside additional benefit