Manager, Customer Service

Job Description

OKX is seeking a Manager of Customer Service to oversee customer service operations in Kuala Lumpur, Malaysia. The Manager will be responsible for monitoring and reporting metrics, managing customer complaints on social media platforms, and analyzing operational indicators. They will communicate customer feedback to relevant teams and support product and service process optimization.

Responsibilities include:

• Overseeing Customer Service Operations
• Managing customer complaints on various social media platforms
• Monitoring social media channels
• Analyzing operational indicators
• Communicating information to relevant teams
• Staying updated on competitive products
• Providing insights for product upgrades and optimizations

Requirements:

• Bachelor’s degree or relevant experience of at least 3 years in managing complaints via social media channels.
• Experience leading large (>20 members) and diverse teams
• Strong planning and interpersonal skills
• Ability to work in a cross-functional environment
• Fluency in English (Verbal & Written)
• Enthusiasm for new technologies
• Proven experience in hiring, training, coaching, and people management practices
• Proficiency in Mandarin-Chinese, is a plus

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
• Employee engagement, recognition and appreciation program
• Multinational working environment