Senior Agent, Customer Service (English)

Invoker Labs; Kuala Lumpur; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

A leading company in digital asset trading is seeking a knowledgeable Customer Service Representative. You'll handle inquiries through various channels and work with stakeholders to ensure customer satisfaction. The role offers competitive benefits including bonuses, allowances, and opportunities for professional growth in a dynamic, multinational environment.

Benefits

Competitive package including salary, KPI bonus, shift allowance

Meal allowance up to RM 500/month

Monthly team-building activities

Annual benefits of RM 2500 for training and wellness

Yearly bonus

Convenient location near MRT TRX

Opportunities for growth and skill development

Employee recognition and engagement programs

Multinational environment

Qualifications

• At least 2 years' experience in customer service or similar roles.
• Excellent command of spoken and written English; multilingual skills are a plus.
• Experience in a call center is preferred.

Responsibilities

• Respond to inquiries/issues from global customers across multiple channels.
• Coordinate with stakeholders to handle complaints and feedback.
• Maintain knowledge of company products to communicate effectively.

Skills

Interpersonal Skills

Multitasking

Solution-oriented Mindset

Time Management

Customer Service

Quick Learning

Education

Diploma in finance, customer service, or a related field

Tools

CRM tools like Zendesk

MS Office

Outlook

Job description

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX offers hundreds of token & futures trading pairs to help traders optimize their strategies. We are one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. Our derivatives platform has a daily volume of approximately $10 billion and is recognized as a industry standard. We believe blockchain technology will eliminate transaction barriers, increase efficiency, and significantly impact the global economy. We strive to make innovative achievements that change the world and continuously improve customer experience.

About this job:

This role involves interacting with customers to address inquiries and problems in real-time, providing quick responses via live chat, and delivering professional, courteous customer service. Follow-up on help requests may involve email communication.

What You’ll Be Doing:

1. Responding to inquiries/issues from global customers across multiple channels including email, chat, voice, and social media.
2. Coordinating with internal and external stakeholders such as product managers and marketing teams to handle complaints and feedback related to websites, products, platforms, and services.
3. Maintaining knowledge of company products to communicate effectively with customers.
4. Building and maintaining strong relationships with company partners and external stakeholders.
5. Escalating unresolved issues to Level 2/Supervisors as per procedures.

What We Look For In You:

1. Diploma in finance, customer service, or a related field.
2. At least 2 years' experience as a social media agent, customer service representative, or similar role.
3. Excellent command of spoken and written English; multilingual skills are a plus.
4. Ability to work independently in a fast-paced environment.
5. Willingness to support 24x7 operations according to schedule.
6. Strong interpersonal skills to handle difficult situations calmly.
7. Solution-oriented mindset with a passion to resolve customer issues effectively.
8. Good time management skills for multitasking and efficient issue resolution.
9. Quick learner who can adapt and act on feedback constructively.

Nice to Haves:

1. Experience with CRM tools like Zendesk.
2. Familiarity with crypto/finance-technology industry.
3. Experience working across global teams and time zones.
4. Basic computer skills including MS Office, Outlook, and internet applications.
5. Experience in call center customer service is preferred.

Why Join Us?

• Competitive package including salary, KPI bonus, shift allowance, and annual increments.
• Meal allowance up to RM 500/month.
• Monthly team-building activities.
• Annual benefits of RM 2500 for training and wellness.
• Yearly bonus.
• Hybrid work arrangements.
• Convenient location near MRT TRX.
• Opportunities for growth, promotion, and skill development.
• Employee recognition and engagement programs.
• Multinational environment to enhance your career.