Senior Agent, Customer Service (Social Media)

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:

• Attending to all customer queries, concerns, and comments posted to the company's social media platforms.
• Liaising with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc.
• Reviewing all social media posts for accuracy and ensuring inappropriate content is flagged/alerted.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Staying informed on social media trends, innovations, and changes.

What We Look For In You:

• A Diploma in social media management, marketing, customer service, or a related field.
• A minimum of 2 years of experience as a social media agent, customer service, or a similar role.
• Excellent command of spoken and written English with multi-language skills would be a plus.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Telegram, Facebook, Instagram, LinkedIn, Discord, Reddit, etc.
• Solid customer service skills with good communication and interpersonal skills. Multi-language skill would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingly to work according to given schedule to support 24x7 operations.
• Excellent time management: ability to multi-task to solve issue for Customers, while managing time.
• Quick learner: ability to ramp up quickly and act on feedback constructively.

Nice to Haves:

• Familiarity with cryptocurrency and/or finance-technology industry.
• Working knowledge of CRM tools, such as Zendesk.
• Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite

Why Join Us?

• 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.