Specialist, Customer Service (English)

United States Digital Space LLC; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

United States Digital Space LLC in Kuala Lumpur, Malaysia, is seeking a Customer Service Specialist to manage cases from first contact to resolution across email, chat, and voice channels.

You will work with Product, Risk, and Compliance, maintain up-to-date product knowledge, and meet KPIs for response time and customer satisfaction. A Diploma in Finance or Business and 2+ years in complex customer service are required.

Qualifications

• 2+ years in customer service, able to handle complex cases.
• Proficient written and spoken English; additional language is a plus.

Responsibilities

• Manage and resolve customer inquiries across email, chat, and voice.
• Investigate complex cases requiring data cross-checks.
• Coordinate with Product, Risk, and Compliance for cross-functional input.
• Maintain up-to-date knowledge of products, policies, and regulatory requirements.
• Communicate clearly with customers and internal stakeholders.
• Identify root causes and suggest process improvements.
• Document case details in CRM and contribute to knowledge base.
• Meet KPIs for response time, resolution rate, and CSAT.

Skills

Customer service

Case management

English fluency

Cross-functional collaboration

Education

Diploma in Finance/Business

Job description

Who We Are

At the company, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. the company is a leading crypto exchange, and the developer of the company Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). the company 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.

the company is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products the company, the company Wallet, OKLink and more.

About The Opportunity

The Customer Service Specialist is responsible for managing customer cases from first contact through to resolution across multiple support channels. This is not a standard frontline role - it requires product fluency, sound judgment, and the ability to independently work through complex or multi-step cases. Specialists are expected to operate professionally, take full ownership of their cases, and contribute to the continuous improvement of the team and its processes.

What You'll Be Doing

• Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.
• Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
• Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
• Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.
• Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.
• Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes and prevent recurrence.
• Document case details accurately in the CRM and contribute to knowledge base maintenance.
• Meet individual KPIs including response time, resolution rate, quality scores, and customer satisfaction targets.

What We Look For In You

• Diploma in Finance, Business, or a related discipline.
• Minimum 2 years of experience in a customer service role, with exposure to complex case handling.
• Proficient in written and spoken English. Additional language proficiency is an advantage.
• Able to work independently, manage multiple open cases simultaneously, and prioritise effectively under pressure.
• Strong interpersonal and communication skills - able to manage difficult customer interactions calmly and reach constructive outcomes.
• Applies sound judgment in non-standard situations; able to assess context, identify the core issue, and determine the most appropriate resolution path.
• Demonstrates a proactive approach to learning - stays current with product and process updates and applies them immediately in day-to-day work.