資深VIP客服 Senior VIP Relationship Manager

About BTSE: 彼特思方舟 is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. 彼特思方舟 is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market. 
BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE's diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.
About the Opportunity: We are seeking a Senior VIP Relationship Manager to provide high-quality support and relationship management for our most valued clients. This role does not require extensive industry experience and is well-suited for candidates with backgrounds in customer service, hospitality (e.g., hotel guest relations), luxury retail, airline customer relations, or other high-end service industries. The ideal candidate is highly responsive, detail-oriented, and proactive, ensuring VIP clients receive an exceptional experience. Responsibilities:

• VIP Relationship Ownership: Cultivate strong, trusted relationships with high-value clients by understanding their needs and delivering proactive, white-glove service.
• Real-Time Client Support: Respond to VIP inquiries with speed, accuracy, and professionalism across various channels (chat, email, and calls).
• Issue Tracking & Resolution: Manage and follow up on client requests end-to-end, ensuring timely resolution and high client satisfaction.
• Client Experience Enhancement: Anticipate VIP needs and provide customized, concierge-level support with a solutions-oriented mindset.
• Cross-Functional Coordination: Act as the bridge between clients and internal stakeholders (Customer Support, Business Development, Product), ensuring seamless issue escalation and resolution.
• Service Improvement Initiatives: Contribute to the refinement of internal processes and play a key role in shaping the VIP operations framework.

Requirements:

• At least 5 years of experience in premium service environments such as hotel guest relations, luxury retail, private banking support, or airline VIP services.
• Excellent communication skills in both English and Chinese (written and spoken), with the ability to serve a global client base.
• Strong interpersonal and client-handling skills, with a passion for delivering best-in-class service under pressure.
• Highly detail-oriented and organized, with the ability to multitask and manage competing priorities effectively.
• Demonstrated maturity, discretion, and professionalism when dealing with confidential or sensitive client matters.

Nice to Haves

• Prior experience supporting international or high-net-worth clientele.

Perks & Benefits

• Competitive total compensation package
• Various team-building programs and company events
• Comprehensive healthcare schemes for employees and dependents 
• And many more Apply and let us tell you more

#LI-GL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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