Senior Agent, P2P Dispute

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. 
OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You’ll Be Doing:

• Attend to all disputes/inquiries/issues from global customers through multiple supported channels, e.g.: email, LiveChat, etc.
• Handle customer disputes and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and store in the designated location.
• Investigate each chargeback/fraud claim by customer, and provide analysis of loss trends. Detect fraud by analyzing customers’ trading and behavioural patterns and diligently report any suspicious account to prevent any loss.
• Liaise with both internal & external stakeholders, e.g.: product team, marketing team, etc. to handle complaints and feedback related to our products and services, e.g.: website, platforms, etc.
• Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
• Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

What We Look For In You:

• Diploma in business, finance, or a related field.
• Minimum 2 years of experience related to disputes, fraud, chargeback, or payment experience in the banking, financial, and/or fintech sector.
• Excellent verbal and written in the English language. Multilingual in writing and speaking would be a plus.
• Willing to work according to a rotational schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and maintain composure under pressure.
• Solution mindset: Passionate in finding the right solution(s) for the customer, and resolving the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Customer-centricity: Deep commitment to providing exceptional service and support to our customers.
• Dispute handling experience: Proven ability to investigate, analyze, and mediate between parties to reach fair and equitable solutions while upholding professionalism, efficiency, and a focus on customer satisfaction.
• 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
• Knowledge of fraud detection concepts.

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.

#LI-ONSITE