Chatbot Specialist (Mandarin Speaker)

Who We Are:

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

What You'll Be Doing:

1. Responsible for daily data annotation and training for AI customer service systems. Optimize chatbot response processes and business logic to ensure accurate user intent recognition and provide an excellent response experience.
2. Conduct question format cleaning and annotation to enhance the chatbot's intent recognition capabilities, improve problem-solving skills, and enhance customer consultation experiences.
3. Design and develop chatbot response solutions, including Q&A, dialogues, task processes, and knowledge base strategies, to manage solutions tailored to various service scenarios.
4. Regularly gather user pain points and issues, analyze operational data, and optimize chatbot content and knowledge Q&A. Propose improvements related to content, operations, and systems to enhance response accuracy and problem resolution rates.

What We Look For In You:

1. Bachelor's degree or above, with 2 to 3 years of experience in operating AI customer service systems (experience in large call centers is preferred). Proficiency in English and Mandarin as the role requires to deal with Mandarin speaking counterparts.
2. Strong user-centric mindset, with the ability to deeply understand user needs and pain points through various methods.
3. Has 2 to 3 years of experience in knowledge base maintenance, text chatbot training, data annotation, or process management roles.
4. Strong learning ability, self-motivation, benchmarking, and analytical skills. Proficient in data analysis with familiarity in commonly used tools and methods. Excellent teamwork, cross-team communication, and coordination skills.
5. Familiar with AI customer service technologies and industry trends, with a strong enthusiasm and curiosity for natural language processing applications. Focus on user experience and possess a personal understanding of intelligent solutions.
6. Willingly to work according to given schedule (9am to 6pm; 2pm to 11pm) to support 24x7 operations.
7. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

Benefits & Perks:

• Competitive remuneration package (Basic Salary + Shift Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2,500 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: 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

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