Specialist, Customer Service Analytics
Job Summary
Job Description
As an Analyst for Customer Service Analytics, you will be responsible for ensuring smooth and data-driven operations in Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. You will analyze customer interactions, detect issues, and transform data into actionable insights to drive strategic decisions. Key responsibilities include monitoring customer contact and payment risk data, deriving actionable recommendations, leveraging tools to investigate anomalies, collaborating with cross-functional teams, and partnering with team leads. This role requires strong analytical and communication skills to improve efficiency, reduce repeat contacts, and elevate the customer experience.
Must have:
- Bachelor’s degree in Business Analytics or related field
- 1-3 years of experience in customer service analytics
- Proficiency in SQL and BI tools
- Strong analytical and critical thinking skills
- Effective communication skills
- Solutions-oriented attitude
Good to have:
- Familiarity with Zendesk, Salesforce, or other CRM platforms
- Exposure to risk operations, payment issues, or fraud detection
- Knowledge of Lean Six Sigma or continuous improvement frameworks
Perks:
- 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
- Employee engagement, recognition and appreciation program
- Multinational working environment
9 skills required
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 Do We Expect From You
As a Analyst for Customer Service Analytics reporting to a Manager, you will play a key role in ensuring smooth and data-driven operations in Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. You will analyze patterns in customer interactions, detect emerging issues, and transform operational data into actionable insights that drive strategic decisions. Working cross-functionally, you will support continuous improvement and enable scalable service excellence across the organization.
Key Responsibilities
- Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues.
- Analyst insights into derive clear and actionable recommendations that support operational effectiveness and business decisions.
- Leverage tools to investigate anomalies or spikes in customer service metrics; formulate hypotheses and document findings to inform service recovery plans, process enhancements, and issue prevention.
- Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience.
- Partner closely with team leads, frontline agents, and the Operations Intelligence function to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.
Qualifications
Required
- Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field
- 1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments
- Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau)
- Strong analytical and critical thinking skills with a data-driven mindset
- Effective communication skills to distill complex information into simple, compelling narratives
- Collaborative, solutions-oriented attitude with a passion for continuous improvement
Preferred
- Familiarity with Zendesk, Salesforce, or other CRM/ticketing platforms
- Exposure to risk operations, payment issues, or fraud detection processes
- Knowledge of Lean Six Sigma or continuous improvement frameworks
Perks & Benefits
- 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.
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