Specialist, Customer Service (Escalation & Trading)

OKX; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Join OKX, a leading crypto exchange, as a Customer Escalation Specialist. You will be responsible for managing customer inquiries, overseeing escalations, and collaborating with cross-functional teams. Ideal candidates possess a bachelor's degree and have at least 3 years in the service industry, with a strong background in FinTech or technology. Excellent communication skills in English are required, and proficiency in Mandarin is a plus. We offer a competitive remuneration package and a dynamic multinational working environment.

Benefits

Competitive remuneration package

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits annually (Training & Wellness)

Convenient workplace 5 minutes from MRT TRX

Prospects for growth and promotion

Employee engagement and recognition programs

Multinational working environment

Qualifications

• At least 3 years in the service industry, 2 years in Customer Escalation.
• Experience in the FinTech or technology industry is preferred.
• Proficient in English, with Mandarin as an advantage.

Responsibilities

• Manage escalated emails and tickets from Customer Service.
• Oversee escalations through various communication channels.
• Collaborate with teams to resolve customer issues.

Skills

Problem solving

Customer service

Communication

Time management

Organizational skills

Education

Bachelor’s degree or relevant experience

Tools

CRM tools (e.g., Zendesk)

Microsoft Office

MacOS

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.

What You’ll Be Doing:

• Manage escalated emails and tickets from Customer Service team (L1 and L2 across sub-units), resolving customer inquiries or addressing complaints in a timely manner.
• Oversee escalations from senior management and account managers through different communication channels (such as chat/email).
• Participate in discussions regarding new products and engage in product testing activities.
• Collaborate with cross-functional teams to offer support in resolving customer issues.
• Assist internal partners to ensure business and strategies are maintained effectively.
• Handle compensation request for product/process/people defects when required.

What We Look For In You:

• Bachelor’s degree or relevant experience of at least 3 years in service industry.
• Minimum 2 years experience in Customer Escalation; FinTech or technology industry background / Minimum 2 years trading experience with strong cryptocurrency knowledge are strongly preferred.
• Problem solving skill - Self motivated and capable of working independently to address and resolve inquiries or complaints.
• Possesses a strong problem-solving mindset with the capability for hands-on execution.
• Fast learner - Able to ramp up quickly on products and processes.
• The ability to multi-task and stay organized.
• Excellent verbal and written in the English language.
• Added advantage if you are proficient in spoken and written Mandarin.

Nice to have:

• Familiarity with cryptocurrency and/or finance-technology industry.
• Experience and flexibility working with diversified teams across global offices and time zones.
• 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 2500 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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