Customer Service Strategy Lead — Mandarin Speaker

OKX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading crypto exchange in Kuala Lumpur is looking for a strategic leader for its Customer Service Center. This role focuses on developing innovative customer service strategies to enhance satisfaction and efficiency. Candidates must possess at least 5 years of management experience and have strong analytical skills. Proficiency in both English and Chinese is required. This position offers competitive remuneration and various benefits.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 3,500 training & wellness benefits per annum

Convenient workplace near MRT TRX

Insurance coverage for employees & dependants

Excellent growth and promotion prospects

Employee engagement and recognition programs

Multinational working environment

Qualifications

• 5+ years of operational management experience in multinational customer service centers.
• At least 3 years in strategic planning and innovation management.
• Ability to accurately grasp the latest developments in customer service.

Responsibilities

• Develop mid-to-long-term strategies for the Customer Service Center.
• Evaluate operational performance indicators to drive improvements.
• Build a customer service data analytics framework.
• Monitor key metrics and produce analysis reports.
• Collaborate with various departments to enhance customer experience.
• Analyze customer experience trends and emerging technologies.

Skills

Strategic thinking

Analytical capabilities

Data insight

Project management

Cross-functional communication

Bilingual communication (English and Chinese)

Education

Bachelor’s degree in Management, Marketing, or related fields

Job description

A leading crypto exchange in Kuala Lumpur is looking for a strategic leader for its Customer Service Center. This role focuses on developing innovative customer service strategies to enhance satisfaction and efficiency. Candidates must possess at least 5 years of management experience and have strong analytical skills. Proficiency in both English and Chinese is required. This position offers competitive remuneration and various benefits.