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Polychain Capital
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Customer Service Specialist (Night Shift)



Customer Service
Multiple locations · Kuala Lumpur, Malaysia · Malaysia
Posted on Thursday, May 30, 2024


Matrixport is Asia’ fastest growing one-stop digital asset financial services platform with over $10 billion in assets under custody & management. We are over 300 strong and serve both institutional and retail customers across Asia and Europe.

Our mission is to make crypto easy for everyone through our comprehensive suite of innovative and easy-to-use crypto investment products and services. Our offerings include Cactus Custody™, spot OTC, fixed income, structured products, lending as well as asset management. Our team is rapidly growing.

“Get More From Your Crypto”.


At Matrixport, we tackle complex problems as a team. We encourage openness and promote transparency, respect, and inclusivity. Every team member is valued and has a voice that can be heard. We are always in the search for intellectually curious and entrepreneurial individuals who are keen on making an impact in the crypto ecosystem, and in building a better product for the next one billion users.


Key Responsibilities:

  • Multitasking: Ability to handle multiple customer channels simultaneously, including chat, email, official telegram, and onboarding processes.
  • Quality Service: Delivering high-quality service to both internal stakeholders (Sales, Business Units) and external customers, ensuring compliance with company standards.
  • Risk Mitigation: Identifying enquires, escalating accordingly and resolving enquires, conduct, collaboratively with relevant teams.
  • Communication: Fluent in written and spoken English and Chinese to effectively communicate with customers and colleagues.

Skills and Qualifications Required:

  • Experience: At least 1 year of proven customer-facing experience or experience as a customer service representative in the Fintech/Financial Services industry, demonstrating expertise in handling customer inquiries and issues.
  • CRM Software: Experience or familiar with CRM software such as Zowie or Zendesk to manage customer interactions, track issues, and maintain accurate records.
  • Willingness to work weekends and night shifts (11:00 pm to 08:00 am) to ensure coverage and support for customers across different time zones, with night shift allowance
  • A hard-working and dedicated approach
  • Immediate start required

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