Senior Agent, Customer Service

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

Job summary

A leading crypto exchange is seeking a Customer Service Representative in Kuala Lumpur to handle inquiries from global customers. The role requires proficiency in multiple languages and at least 2 years of experience in related fields. Successful candidates will offer excellent customer support through various communication channels and cooperate with internal teams. Benefits include a competitive salary, meal allowances, and opportunities for growth and development in a multinational environment.

Benefits

Competitive remuneration package

Meal Allowance up to RM 500/month

Monthly Team Building

RM 3500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX)

Excellent prospects for growth and promotion

Employee engagement and recognition program

Multinational working environment

Qualifications

• At least 2 years of experience in language-related roles.
• Ability to work independently in a fast-paced environment.
• Strong interpersonal skills to navigate challenging situations.

Responsibilities

• Handle inquiries and issues from global customers.
• Collaborate with stakeholders to address complaints and feedback.
• Maintain understanding of company products to communicate effectively.

Skills

Customer service

Language proficiency

Problem-solving

Time management

Interpersonal skills

Education

Diploma in finance or linguistics

Tools

CRM tools (e.g., Zendesk)

Microsoft Office

G-Suite

Job description

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About this job

Interacts with customers to address their inquiries and problems in real-time. Quick responses through live chat and professional, courteous customer service are among your duties. Additionally, following up on help requests usually requires email communication as part of your tasks.

What You’ll Be Doing

• Handling inquiries and issues from global customers in multiple languages through various channels, including email, chat, and voice.
• Collaborating with internal and external stakeholders, such as product managers and the marketing team, to address complaints and feedback related to websites, products, platforms, and services, etc.
• Maintaining a strong understanding of company products to effectively communicate with customers in their preferred language.
• Establishing and nurturing strong relationships with company partners and external stakeholders.
• Escalating any queries or unresolved issues to Level 2/Supervisors as directed by the operations management when they can not be resolved within standard procedures.

What We Look For In You

• A Diploma in finance, customer service & relations, linguistics, crypto-related studies, or a related field.
• At least 2 years of experience in language-related roles, including translation, interpretation, or localization.
• Proficiency in both spoken and written language relevant to the job, along with a high level of English language proficiency.
• Ability to work independently in a fast-paced environment and deliver multilingual support.
• Willingness to work according to a given schedule to support 24x7 language-related operations.
• Strong interpersonal skills: the ability to navigate challenging language situations and remain composed under pressure.
• Problem-solving mindset: a dedication to finding the right linguistic solutions for customers, overcoming language barriers, and making cost-efficient decisions.
• Excellent time management: the ability to handle multilingual tasks effectively while managing time efficiently.
• Quick learner: the ability to quickly grasp new linguistic concepts and adapt to the evolving language needs of customers.

Nice to Have

• Familiarity with cryptocurrency and/or finance-technology industry.
• Working knowledge of CRM tools, such as Zendesk.
• Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite.

Why Join Us

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 3500 Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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