Specialist, Customer Service (Escalation & Trading)

Job Description

OKX is seeking a Specialist, Customer Service (Escalation & Trading) to join their team in Kuala Lumpur, Malaysia. This role is crucial for managing escalated customer inquiries and complaints, ensuring timely and effective resolutions. The ideal candidate will possess a strong background in customer escalation, preferably within the FinTech or technology industry, and demonstrate excellent problem-solving and communication skills.

Role Involves:

• Managing escalated emails and tickets from the Customer Service team.
• Overseeing escalations from senior management and account managers.
• Participating in discussions regarding new products and engaging in product testing activities.
• Collaborating with cross-functional teams to resolve customer issues.
• Assisting internal partners to ensure business and strategies are maintained effectively.
• Handling compensation requests for product/process/people defects when required.

Requirements:

• Bachelor’s degree or relevant experience of at least 3 years in the 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.
• Strong problem-solving skills and the ability to work independently.
• Fast learner with the ability to multi-task and stay organized.
• Excellent verbal and written communication skills in English.
• Proficiency in spoken and written Mandarin is an added advantage.

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