中文客服代表 Senior Agent, Customer Service (Mandarin Support)

Carlo Hefti AG; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player in the crypto space is seeking a dynamic Customer Service Representative to join their team. This role involves engaging with global customers through various communication channels, addressing inquiries, and enhancing user experience through proactive issue resolution. The ideal candidate will possess strong communication skills in both English and Mandarin, along with a customer-focused attitude. With a commitment to employee growth and a supportive work environment, this opportunity offers the chance to thrive in a fast-paced, innovative company that values diversity and collaboration. If you are passionate about providing exceptional service and eager to contribute to a forward-thinking organization, this position is perfect for you.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 2,500 training & wellness benefits per annum

Yearly bonus

Insurance coverage for employees & dependants

Excellent prospects for growth and promotion

Employee engagement program

Multinational working environment

Qualifications

• More than 1 year of customer service experience is required.
• Excellent command of English and Mandarin is essential.

Responsibilities

• Handle inquiries from global customers through various channels.
• Identify areas for service improvements and escalate unresolved issues.

Skills

Customer Service

Data Analysis

Communication Skills

Organizational Skills

Proficiency in Office Software

Education

Diploma

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

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:

• Handle all inquiries from global customers through various channels such as email, chat, voice, and social media.
• Handle complaints and feedback related to the website, products, platform, and services.
• Identify areas for service and program improvements, and make suggestions to the Supervisor/ Assistant Manager/ Manager.
• Escalate any unresolved issues or inquiries that cannot be completed within the agreed procedures to Level 2 or the Supervisor, and resolve issues as per the recommendations of the operations management.
• Responsible for investigating, following up on, and resolving difficult issues to ensure no problems are omitted.
• Proactively identify issues and drive their resolution through product and process optimization to enhance user experience.

What We Look For In You:

• Diploma or above (Bachelor's Degree preferred), with more than 1 year of customer service experience.
• Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
• Able to accommodate work schedules and adapt to rotational shifts.
• Strong data analysis and logical thinking skills; Proficiency in office software is preferred (Word, Excel, PowerPoint etc).
• Good stress tolerance, along with good communication and organizational skills.
• Proactive and positive work attitude, possessing excellent customer service spirit.

Benefits:

• Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• 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