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

OKX; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading cryptocurrency exchange seeks a Customer Service Agent to handle inquiries and complaints from global customers in Kuala Lumpur. Ideal candidates are required to have a diploma, proficiency in English and Mandarin, and must possess strong communication and organizational skills. The role promises competitive remuneration, benefits, and opportunities for growth while working in a multicultural environment.

Benefits

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 3,500 training & wellness benefits per annum

Yearly bonus

Convenient workplace near MRT

Insurance coverage for employees & dependants

Excellent prospects for growth and promotion

Qualifications

• More than 1 year of customer service experience.
• Excellent command of spoken and written English and Mandarin.
• Ability to adapt to rotational shifts.

Responsibilities

• Handle global customer inquiries through email, chat, voice, and social media.
• Investigate and resolve customer complaints and feedback.
• Proactively identify issues and optimize processes to enhance user experience.

Skills

Data Analysis

Communication

Organizational Skills

Proficiency in Office Software

Stress Tolerance

Customer Service Spirit

Education

Diploma or above (Bachelor's Degree preferred)

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 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.
• 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 3,500 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

#LI-Onsite #LI-JC3

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