Senior Manager, Customer Service (English & Mandarin Support)

2 Months ago • 2 Years + • Customer Service

Job Summary

Job Description

The Senior Manager, Customer Service will be responsible for the daily management and supervision of the customer service team. This includes monitoring and achieving team data indicators, building a professional customer service brand, and ensuring efficient workflow through process optimization. The role also involves enhancing subordinate management capabilities, fostering interdepartmental collaboration, and addressing critical issues. The candidate should have experience in the blockchain/cryptocurrency industry.
Must have:
  • Bachelor's degree or above.
  • Experience in blockchain/cryptocurrency industry.
  • Strong sense of responsibility with full execution.
  • More than 2 years of customer service team management experience.
  • Excellent command of spoken and written English and Mandarin.
Perks:
  • Competitive remuneration package
  • Meal allowance up to RM 500/ month
  • Unlimited transport allowance (Terms & Conditions apply)
  • Monthly team building
  • RM 3,500 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
  • Employee engagement, recognition and appreciation program
  • 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:

  1. Responsible for the daily management and supervision of the team, monitoring and achieving various data indicators of the team, and building a professional customer service brand image. Devote efforts to the team's goals, planning, and policy implementation, formulate and optimize processes and systems, and ensure efficient workflow. Familiar with competitors’ products and continuously drive product optimization to ensure an excellent user experience.
  2. Enhance the management capabilities of subordinates, provide work assistance and training for the team. Improve individual capabilities and effectively demonstrate leadership.
  3. Possesses effective interdepartmental coordination and cooperation, strengthen collaboration between departments to complete tasks efficiently.
  4. Ensure timely follow-up and resolution of abnormal situations, promptly address special or significantly impactful issues, and intervene as needed.

 

What We Look For in You:

  1. Bachelor's degree or above.
  2. Experience in the blockchain/ cryptocurrency industry.
  3. Strong sense of responsibility, with full execution capability. Possesses proactive work attitude and leading by example, with good affinity, communication skills, coordination skills, and good stress tolerance.
  4. Has more than 2 years of customer service team management experience, with a team size of more than 45 people.
  5. Possesses good business sensitivity and foresight, with a certain innovative spirit.
  6. Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.
  7. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

 

Benefits & Perks:

  • Competitive remuneration package 
  • Meal allowance up to RM 500/ month
  • Unlimited transport allowance (T&C apply)
  • Monthly team building
  • RM 3,500 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

 

#LI-Onsite #LI-JC3

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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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