中文客服代表 Senior Agent, Customer Service (Mandarin Support)

Job Description

OKX, a leading crypto exchange, is seeking a Senior Agent, Customer Service with Mandarin language skills, to join their team in Kuala Lumpur, Malaysia. This role involves handling inquiries from global customers through various channels, addressing complaints and feedback, and identifying areas for service improvement.

Responsibilities:

• Handle inquiries from global customers via email, chat, voice, and social media.
• Address complaints and feedback related to the website, products, platform, and services.
• Identify areas for service and program improvements and make suggestions.
• Escalate unresolved issues and resolve issues as per management recommendations.
• Investigate, follow up on, and resolve difficult issues.
• Proactively identify issues and drive their resolution through optimization.

Requirements:

• Diploma or above (Bachelor's Degree preferred).
• 1+ year of customer service experience.
• Excellent command of spoken and written English and Mandarin.
• Ability to accommodate work schedules and adapt to rotational shifts.
• Strong data analysis and logical thinking skills.
• Proficiency in office software (Word, Excel, PowerPoint etc.).
• Good stress tolerance, communication, and organizational skills.
• Proactive and positive work attitude with excellent customer service spirit.

OKX offers:

• Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program
• Multinational working environment