Specialist, VIP Customer Relationship Management (Mandarin Speaker)

OKX; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Meal allowance

Transportation allowance

Monthly team building

Training & wellness benefits

Insurance coverage for employees & dep

Job summary

OKX Kuala Lumpur is seeking a frontline client service professional to support key clients under the Relationship Manager team. You will respond to inquiries, coordinate service requests, maintain records, and ensure timely issue resolution while delivering a seamless service experience.

Fluency in Mandarin is essential to support Mandarin-speaking stakeholders, with a bachelor’s degree and 3+ years in client service, preferably in financial services. Rotating shifts are required.

Qualifications

• Bachelor's degree or above, preferably in Business, Finance, Communications, or related field.
• Fluent Mandarin is required to support native Mandarin-speaking clients and stakeholders.
• At least 3 years of experience in client service, client relations, or customer support; financial services preferred.

Responsibilities

• Provide timely, attentive support to key clients and build strong relationships.
• Coordinate services with the RM team and maintain accurate records for follow-up.
• Deliver responsive support via instant messaging and other channels; handle escalations professionally.
• Support RM with day-to-day client operations, information processing, and research.
• Identify high-risk or urgent issues and escalate per internal procedures.
• Ensure compliance and data security in handling sensitive information.

Skills

Mandarin fluency

Communication skills

Customer service

Problem solving

Education

Bachelor's degree or above

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 The Opportunity

This is a frontline client service role that works closely with the Relationship Manager (RM) team to provide professional and consistent support to key clients. The role is responsible for handling client inquiries effectively, ensuring timely issue resolution, and delivering a seamless and consistent service experience. Please note that you may be employed in a jurisdiction where OKX operates a global service hub, and does not carry on business operating as a virtual asset trading platform in your jurisdiction.

What You’ll Be Doing

• Deliver Exceptional Client Support: Provide timely, attentive support to key clients while building and maintaining strong client relationships through day-to-day service interactions.
• Coordinate Client Services: Work closely with the Relationship Manager (RM) team to deliver seamless client care by responding to inquiries, coordinating service requests, maintaining accurate records, and ensuring timely follow-up.
• Ensure Service Excellence: Deliver responsive support through instant messaging and other communication channels, understand client needs, resolve issues efficiently, and handle complaints or service escalations with professionalism.
• Manage Client Operations: Support the RM team with clients' day-to-day operational matters, including information processing, research, and feedback consolidation. Ensure all outstanding tasks are properly documented and handed over at the end of each shift.
• Identify and Escalate Issues: Recognize sensitive, high-risk, or urgent situations and escalated them promptly in accordance with established internal procedures.
• Maintain Compliance & Data Security: Adhere to all applicable compliance, regulatory, and data privacy requirements, ensuring sensitive information is handled securely and in line with company policies.

What We Look For In You

• Education & Language: Bachelor's degree or above, preferably in Business, Finance, Communications, or a related field. Fluent Mandarin is required, as this role supports native Mandarin-speaking clients and works closely with Mandarin-speaking business stakeholders.
• Relevant Experience: At least 3 years of experience in client service, client relations, or customer support. Experience in financial services or supporting high-value clients/key accounts is highly preferred.
• Client-Centric Mindset: Strong service orientation with the ability to remain composed when supporting demanding clients. Excellent verbal and written communication skills, strong sense of ownership, and exceptional attention to detail.
• Problem Solving & Judgment: Able to manage multiple priorities effectively, exercise sound judgment in sensitive situations, and demonstrate strong awareness of information security and confidentiality.
• Flexibility: Willing to work on a rotating shift schedule, including morning, afternoon, and evening shifts, and able to adapt to flexible rostering requirements.

Perks & Benefits

• Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance + Yearly Bonus)
• Meal allowance
• Transportation allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

Notice

All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website. Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's Candidate Privacy Notice.