Vietnamese Customer Support Agent (Full‑time, Dubai)

About the role

The Customer Support Agent will be the frontline representative for online users in Dubai, providing bilingual (English and Vietnamese) assistance across chat, email, WhatsApp, Telegram and in‑app messaging. The role focuses on delivering fast, accurate information about products, promotions, deposits, withdrawals and account status while supporting crypto and fiat transactions.

Key responsibilities

• Respond to customer inquiries via multiple channels, ensuring timely and clear communication.
• Guide users through crypto deposits and withdrawals, wallet transfers, transaction confirmations and gas‑fee issues.
• Assist with e‑wallet and local payment methods popular in Asian markets and monitor failed or delayed transactions.
• Explain promotion terms and VIP rewards, identify at‑risk users and forward them to the retention team.
• Detect suspicious activity, flag potential fraud, and support KYC verification processes.
• Follow scripts and SOPs, log and categorize tickets, and provide feedback on recurring issues.

Required profile

• Fluent spoken and written English and Vietnamese.
• Basic understanding of crypto wallets, exchanges and blockchain transactions.
• Empathetic, patient, with fast typing and clear communication.
• Ability to guide users step‑by‑step through technical issues.

Required skills

• Customer communication in English and Vietnamese.
• Operational excellence in following SOPs.
• Knowledge of user protection standards and fraud detection.
• Experience with crypto payment assistance and promotion queries.