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Specialist, Escalation

Federal Territory Of Kuala Lumpur, Malaysia (On-site)

Specialist, Escalation

1 Month ago • 1-2 Years • Business Development

About the job

2 skills required for this role

Test your skills to join the top 1% applicants for this job

business-strategy

problem-solving

Job Description

OKX seeks an Escalation Specialist with 1+ years of experience in Customer Escalation/Service, preferably in trading or technology. Expertise in trading and problem-solving is crucial. Fluent English and Mandarin are advantageous.

Must have:

Customer Escalation
Trading Knowledge
Problem-Solving
English Proficiency

Good to have:

Mandarin Proficiency
Technical Background
Operational Excellence
Strategic Planning

Perks:

Meal Allowance
Team Building

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Who We Are

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

About the Opportunity:

Customer complaints and problems that can't be resolved at the frontline level are handled by the Escalation Specialists.

Collaboration with clients to pinpoint their challenges, choose the best course of action, and swiftly address any lingering problems.

What You’ll Be Doing:

Empowered to have high-level authority to deal with requests or complaints
Handle escalations and tech troubleshoot to provide a high-quality service experience
Assist the Operational Excellence team in the development of the planning process and prioritizing improvement opportunities based on strategic and tactical planning objectives
Assist internal partners to ensure business and strategies are maintained effectively
Feedback on any new business strategy or processes

About You:

Minimum in bachelor’s degree
Minimum 1.5 years’ experience in Customer Escalation / Customer Service; trading or technology industry background is preferred.
Possesses good trading knowledge.
A highly solution-oriented mindset with hands-on execution capability.
Excellent command of spoken and written English, added advantage if you able to speak & write in Mandarin.
Proactive working attitude with excellent customer service spirit.
Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
Willingly to work according to given schedule to support 24x7 operations.

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)
Hybrid work arrangements
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.