Specialist, Escalation - Kuala Lumpur, Malaysia - Tbwa Chiat/Day Inc

We believe Crypto will reshape the future contributing to every individual's freedom. OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments.

We are deeply committed to shaping a fairer, more transparent, and accessible society through blockchain technology. This is why we publish proof of reserves monthly and continue to ship new innovative security features.

Customer complaints and problems that can't be resolved at the frontline level are handled by the Escalation Specialists. Collaboration with clients to pinpoint their challenges, choose the best course of action, and swiftly address any lingering problems.

Responsibilities:

• Handle requests or complaints: Empowered to have high-level authority to deal with requests or complaints.
• Escalations and tech troubleshoot: Handle escalations and tech troubleshoot to provide a high-quality service experience.
• Planning process and prioritization: Assist the Operational Excellence team in the development of the planning process and prioritizing improvement opportunities based on strategic and tactical planning objectives.
• Internal partnerships: Assist internal partners to ensure business and strategies are maintained effectively.
• Feedback on new business strategy: Provide feedback on any new business strategy or processes.

Minimum Requirements:

• Education: Minimum bachelor's degree.
• Experience: Minimum 1.5 years' experience in Customer Escalation / Customer Service; trading or technology industry background is preferred.
• Trading knowledge: Possesses good trading knowledge.
• Solution-oriented mindset: A highly solution-oriented mindset with hands-on execution capability.
• Communication skills: Excellent command of spoken and written English; added advantage if you can speak & write in Mandarin.
• Customer service spirit: Proactive working attitude with excellent customer service spirit.
• Location: Willing to work in Tun Razak Exchange, within walking distance to MRT TRX.
• Availability: Willingly to work according to given schedule to support 24x7 operations.

Benefits:

• Competitive remuneration package: Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Meal allowance: Meal Allowance up to RM 500/month.
• Team building: Monthly Team Building.
• Benefits: RM 2500 Benefits per annum (Training & Wellness).
• Convenient workplace: Convenient workplace (5 minutes walk from MRT TRX).
• Opportunities for growth: Excellent prospects for growth and promotion - we provide you with assistance opportunities for skill development, mentoring, and training programmes to help you succeed.
• Multinational working environment: Multinational working environment - advance your career by interacting with individuals from various backgrounds, cultures, and nations.