Manager, Customer Service (Mandarin & English Support)

About OKX:

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve our customer experience.

What You'll Be Doing:

• Responsible for receiving, following up, and resolving complex issues related to Web3, ensuring no issues are overlooked and all are resolved in a closed-loop manner.
• Proactively identify problems and promote solutions through product and process optimization to enhance user experience.
• Provide accurate advice when collaborating with the product team and accurately evaluate the optimization decisions proposed by the development team.
• Strong ability to promote problem-solving and develop comprehensive related processes to drive team development.
• Communicate across departments, coordinate with others, and lead the team to achieve goals.

What We Look For in You:

• Full-time bachelor's degree or above, with more than 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred.
• Excellent command of spoken and written English and Mandarin as the role requires dealing with China/Hong Kong Mandarin speaking counterparts.
• Relevant experience and ability in data analysis, proficient in using software such as Office and XMind.
• Strong logical thinking and problem analysis skills, with a thorough understanding of the business field and the ability to identify the root cause of problems.
• Ability to independently complete SOP formulation and process design, ensuring feasibility and executability of the designed processes.
• Proactive work attitude, strong stress tolerance, good communication and coordination skills.
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

We offer a competitive remuneration package (Basic Salary + Annual Increment), 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, and a multinational working environment.

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