Senior Customer Experience Optimization Analyst

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

Job summary

A leading crypto exchange in Kuala Lumpur is seeking a professional for user experience optimization to enhance customer satisfaction. Responsibilities include data analysis, managing service optimization projects, and improving processes. Ideal candidates are passionate about customer service, possess strong analytical skills, and can communicate effectively in English and Chinese. This role offers a competitive remuneration package, shifting allowances, and excellent growth prospects.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 3,500 training & wellness benefits annually

Yearly bonus

Insurance coverage for employees & dependants

Excellent prospects for growth and promotion

Employee engagement programs

Multinational working environment

Qualifications

• Experience in customer experience, analytics, or similar roles within a large-scale customer service center.
• Ability to independently analyze operational data and propose solutions.
• Willing to work shifts based on business requirements.

Responsibilities

• Collect and analyze user feedback and behavior to optimize user experience.
• Lead customer service center optimization projects based on KPIs.
• Analyze existing processes to identify bottlenecks and improve efficiency.

Skills

Customer service passion

Data analysis

Excellent communication

Teamwork

Adaptability

Bilingual (English and Chinese)

Job description

A leading crypto exchange in Kuala Lumpur is seeking a professional for user experience optimization to enhance customer satisfaction. Responsibilities include data analysis, managing service optimization projects, and improving processes. Ideal candidates are passionate about customer service, possess strong analytical skills, and can communicate effectively in English and Chinese. This role offers a competitive remuneration package, shifting allowances, and excellent growth prospects.