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OKX is seeking a Specialist, Escalation to manage escalated customer service issues and support internal partners. The role involves resolving customer inquiries, addressing complaints, and collaborating with cross-functional teams to resolve issues. The specialist will also handle compensation requests and participate in product testing activities.
Responsibilities:
- Manage escalated emails and tickets from Customer Service team.
- Oversee escalations from senior management and account managers.
- Participate in discussions regarding new products and engage in product testing activities.
- Collaborate with cross-functional teams to offer support in resolving customer issues.
- Assist internal partners to ensure business and strategies are maintained effectively.
- Handle compensation request for product/process/people defects when required.
Requirements:
- Bachelor’s degree or relevant experience of at least 3 years in service industry.
- Minimum 2 years experience in Customer Escalation; FinTech or technology industry background / Minimum 2 years trading experience with strong cryptocurrency knowledge are strongly preferred.
- Problem solving skill - Self motivated and capable of working independently to address and resolve inquiries or complaints.
- Possesses a strong problem-solving mindset with the capability for hands-on execution.
- Fast learner - Able to ramp up quickly on products and processes.
- The ability to multi-task and stay organized.
- Excellent verbal and written in the English language. Added advantage if you are proficient in spoken and written Mandarin.
- Familiarity with cryptocurrency and/or finance-technology industry.
- Experience and flexibility working with diversified teams across global offices and time zones.
- Working knowledge of CRM tools, such as Zendesk.
- Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite.
OKX offers:
- Competitive remuneration package (Basic Salary + Yearly Bonuses).
- 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 you with 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.
OKX
OKX is a leading cryptocurrency exchange and developer of the OKX Wallet, providing access to crypto trading and decentralized applications. Trusted by institutions, OKX emphasizes safety and reliability, evidenced by its Proof of Reserves. With a global presence, OKX fosters a culture driven by core principles, promoting a collaborative and diverse environment. The company is dedicated to reshaping the future through crypto, contributing to individual freedom. OKX focuses on innovation, regulatory compliance, and delivering a user-centric experience in the rapidly evolving web3 space.