Manager, Customer Service
Job Summary
Job Description
The Manager, Customer Service will oversee customer service operations, monitor and report metrics, and manage complaints across social media platforms like Facebook, Twitter, and LinkedIn. They will analyze operational indicators, communicate information to the relevant teams, and support product and service optimization. The role also involves staying updated on competitive products, providing insights for upgrades, and leading a large and diverse team, requiring strong planning and interpersonal skills, and a detail-oriented approach. The candidate should be fluent in English and have experience in managing customer complaints on social media. Mandarin is a plus.
Must have:
- 3+ years managing complaints on social media.
- Experience leading large and diverse teams.
- Strong planning and interpersonal skills.
- Fluency in English (verbal & written).
Good to have:
- Proficiency in Mandarin-Chinese.
- Enthusiasm for new technologies.
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.
2 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.
Key Responsibilities
- Overseeing Customer Service Operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
- Manage customer complaint on various social media platforms, including but not limited to Facebook, Twitter, Instagram, LinkedIn, and YouTube.
- Monitor social media channels for mentions, comments, and direct messages, and respond in a timely and professional manner.
- Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR.
- Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes.
- Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.
Qualifications
- Bachelor’s degree or relevant experience of at least 3 years in managing complaints via social media channels.
- Experience leading large (>20 members) and diverse teams
- Strong planning and interpersonal skills as well as process-driven and detail-oriented personality
- 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.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices
- Proficiency in Mandarin-Chinese, is a plus
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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