Senior Agent, Customer Service (English)

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 inquiries/issues from global customers on multiple channels including email, chat, voice,
• Liaising with both internal & external stakeholders e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.

What We Look For In You:

• A Diploma in finance, customer service, or a related field.
• At least 2 years of experience in customer service, or a similar role.
• Excellent command of spoken and written English with multi-language skills would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingly to work according to given schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: passion to find the right solution for the Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
• Excellent time management: ability to multi-task to solve the issue for Customers, while managing time.
• Quick learner: ability to ramp up quickly on latest product/process updates and act on feedback constructively.

Nice to Haves:

• Working knowledge of CRM tools, such as Zendesk.
• Familiar with crypto/finance-technology industry
• Experience working with teams across global offices and time zones.
• Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA.
• Call center customer service-related work

Why Join Us?

• Competitive remuneration package (Basic Salary + Yearly Bonus)
• 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.