Senior Specialist, Customer Service (User Experience, Mandarin Support) at OKX - Kuala Lumpur, Malaysia | $120,000 - $150,000

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:

User Experience Optimization

Collect and analyze user feedback and behavior data to identify customer needs and pain points, propose and implement experience optimization solutions.
Combine data analysis with user research to continuously improve the customer experience and enhance customer satisfaction.
Provide data support and feedback to help the team continually refine service strategies and optimize the customer journey.

Project Management & Execution

Lead customer service center optimization projects, driving process improvements and skill group adjustments based on KPIs (e.g., call connection rate, satisfaction score) to ensure measurable results.
Monitor fluctuations in key metrics, analyze root causes, and propose optimization plans to ensure service quality.

Process & Efficiency Enhancement

Analyze existing processes (such as ticket handling) to identify bottlenecks and develop improvement plans.
Lead initiatives such as SOP standardization and cross-department collaboration mechanism building to boost efficiency and improve user experience.

用户体验优化

收集并分析用户反馈与行为数据，识别客户需求和痛点，提出并实施体验优化方案。
结合数据分析与用户调研，持续改进客户体验，提升客户满意度。
提供数据支持和反馈，帮助团队不断改进服务策略和优化客户体验。

项目管理与执行

主导客服中心优化项目，基于KPI（接通率、满意度等）推动流程改进与技能组调整，确保效果可量化。
监控核心指标波动，分析根因并提出优化方案，保障服务质量。

流程与效率提升

分析现有流程（如工单处理），识别瓶颈并制定改进计划。
主导SOP标准化、跨部门协作机制搭建等项目，提升效率与体验。

What We Look For in You:

At least 2 years of experience in Customer/User Experience Support in a large-scale company and/or customer service center.
Experience in data analytics, improving customer satisfaction rates & customer experience team efficiencies.
Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin-speaking counterparts.
Strong learning ability and self-motivation, with the capacity to stay updated on and master industry trends and technological developments.
Excellent communication skills and teamwork abilities, with the capability to coordinate cross-departmental collaboration.
Able to independently analyze operational data, identify problems, and propose effective solutions.
Flexible and willing to work shifts based on business requirements.
Passionate about customer service and the cryptocurrency industry, with the ability to quickly adapt and engage in in-depth business research and practice.

热爱客服与加密行业，能够快速适应并参与到业务的深入研究与实践中。
工作经验：具有1-2年在规模较大的客服中心或同行业内从事体验、分析等岗位的工作经验。
学习与专研：具备良好的学习能力和自我驱动力，能持续关注并掌握行业趋势与技术进展。
沟通与协调能力：优秀的沟通技巧和团队合作能力，能够协调跨部门合作。
数据分析能力：能够独立分析运营数据，识别问题，提出有效的解决方案。

Benefits & Perks:

Competitive remuneration package (Base salary, Shift allowance)
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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