Team Lead, Customer Service
Job Summary
Job Description
The Team Lead, Customer Service will oversee customer service operations, monitoring metrics such as customer satisfaction and response speed. They will ensure service quality, adhere to processes, and work cross-functionally. Responsibilities include ensuring smooth daily operations, reporting incidents, monitoring KPIs, conducting performance reviews, and coordinating training. They will also conduct process updates and communicate updates to stakeholders. The role requires strong leadership and communication skills, ensuring efficient and effective customer service delivery.
Must have:
- Bachelor's degree or relevant experience in a call center environment.
- Experience leading large and diverse teams.
- Proven experience in hiring, training, and coaching.
- Strong planning and interpersonal skills, detail-oriented.
- Fluent in English (Verbal & Written).
Good to have:
- Familiarity with cryptocurrency and/or finance-technology industry.
- Experience working with global teams and time zones.
- Working knowledge of CRM tools like Zendesk.
- Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite
Perks:
- 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.
- Employee engagement, recognition, and appreciation program.
- Multinational working environment.
8 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 You’ll Be Doing:
- Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
- Ensure good quality of services and strict adherence to processes.
- Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
- Participate in recruitment activities (screening, interviewing).
- Day to day responsibilities include:
-Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.
-Provide performance monitoring of KPIs, identify trends and issues in Service quality.
-Conduct weekly/monthly performance reviews with customer service agents.
-Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
-Conduct process update/improvement projects and workshops.
-Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.
-Planning customer service agent's monthly schedules while managing daily shrinkages
What We Look For In You:
- Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
- Experience leading large (>15 members) and diverse teams.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
- Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
- A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
- Fluency (Verbal & Written) in English is required – Mandarin is a plus.
- Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
- Willingly to work according to given schedule to support 24x7 operations.
- Display ownership and accountability for offering solutions to benefit our customers and the business
Nice to Haves:
- Familiarity with cryptocurrency and/or finance-technology industry.
- Experience and flexibility working with diversified teams across global offices and time zones.
- Working knowledge of CRM tools, such as Zendesk.
- Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite
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
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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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