Senior Agent, Customer Service (English)

8 Hours ago • 2 Years + • Customer Service

Job Summary

Job Description

OKX is a leading crypto exchange seeking a Senior Customer Service Agent fluent in English. Responsibilities include attending to global customer inquiries across multiple channels (email, chat, voice), liaising with internal and external stakeholders to manage feedback, maintaining product knowledge, building partner relationships, and escalating unresolved issues. The ideal candidate will have at least 2 years of customer service experience, excellent English communication skills, the ability to work independently in a fast-paced environment, a solutions-oriented mindset, strong people skills, and excellent time management.
Must have:
  • 2+ years of customer service experience
  • Excellent spoken and written English
  • Ability to work independently
  • Calm under pressure
  • Solutions mindset
  • Good time management
Good to have:
  • Working knowledge of CRM tools (e.g. Zendesk)
  • Familiarity with crypto/finance-technology
  • Experience with global teams
  • Basic computer knowledge (MS Office, Outlook)
  • Call center experience
Perks:
  • Competitive remuneration package
  • Meal allowance up to RM 500/month
  • Monthly Team Building
  • RM 2500 Benefits per annum
  • Convenient workplace
  • Growth and promotion opportunities
  • Multinational working environment

Job Details

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:

  • 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.

 

#LI-ONSITE

 

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About The Company

OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology. Our platform offers spot & derivatives trading helping traders optimize their strategy. It provides a safe, reliable and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to achieve something that changes the world and never stop to innovate and improve on our customer experience.

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