Specialist, Customer Service Analytics

Job Description

OKX is seeking a Specialist in Customer Service Analytics to join their team in Kuala Lumpur. This role involves analyzing customer interaction patterns, identifying emerging issues, and transforming operational data into actionable insights. The Specialist will work cross-functionally to support continuous improvement and enable scalable service excellence.

Responsibilities include:
• Monitoring and analyzing customer contact and payment risk data.
• Deriving actionable recommendations to support operational effectiveness.
• Investigating anomalies in customer service metrics.
• Collaborating with cross-functional teams to improve efficiency and customer experience.
• Partnering with team leads and the Operations Intelligence function to ensure consistency in insights.

Requirements:
• Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field.
• 1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments.
• Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau).
• Strong analytical and critical thinking skills with a data-driven mindset.
• Effective communication skills.
• Collaborative, solutions-oriented attitude.

OKX offers:
• 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.
• Multinational working environment.