Senior Agent, Customer Service (English)

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.

What You’ll Be Doing:

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, and voice.
• Liaising with both internal & external stakeholders e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management.

What We Look For In You:

• A Diploma in finance, customer service, or a related field.
• At least 2 years of experience in customer service, or a similar role.
• Excellent command of spoken and written English; multi-language skills would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingness to work according to a given schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: Passion for finding the right solution for the Customer and resolving issues while overcoming obstacles.
• Excellent time management: Ability to multi-task to solve issues for Customers while managing time effectively.
• Quick learner: Ability to ramp up quickly on the latest product/process updates and act on feedback constructively.

Nice to Haves:

• Working knowledge of CRM tools, such as Zendesk.
• Familiarity with the crypto/finance-technology industry.
• Experience working with teams across global offices and time zones.
• Basic computer knowledge: MS Office, MS Outlook, Internet Explorer, and other applications like GA.
• Call center customer service-related work experience.

Why Join Us?

• Competitive remuneration package (Basic Salary + Yearly Bonus).
• 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 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.