Specialist, Customer Service (Project Management, Mandarin Support)
OKX
Administration, Customer Service
Kuala Lumpur, Malaysia
Posted on Apr 24, 2025
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:
1. Project Management & Implementation
- Lead optimization projects for the customer service center based on KPI data (e.g., process improvements, skill group adjustments), ensuring solutions are implemented effectively with measurable and sustainable results.
- Develop project plans and monitor progress, including defining objectives, milestones, resource requirements, and risk mitigation strategies, while driving cross-functional collaboration.
- Monitor core operational metrics in real time (e.g., connection rate, average handling time, customer satisfaction, SLA), identify anomalies, and analyze root causes.
2. Process Optimization & Efficiency Improvement
- Analyze current customer service processes (e.g., ticket handling, complaint escalation) to identify bottlenecks and propose improvement plans.
- Lead process optimization initiatives (e.g., SOP standardization, building cross-functional collaboration mechanisms) to enhance service efficiency and customer experience.
3. Performance Management & Decision Support
- Assist in designing and refining KPI evaluation systems for employees and teams to ensure objectives are reasonable and measurable.
- Regularly produce data reports (daily/weekly/monthly), presenting key insights through visualizations.
What We Look For in You:
- Bachelor’s degree or above.
- Proficient in both Chinese and English, with strong verbal and written communication skills, including the ability to write reports, emails, and other business documents.
- Over 2 years of hands-on experience managing large-scale customer service center projects.
- Proactive, detail-oriented, and patient, with strong communication and coordination skills.
- Has good stress tolerance, highly responsible, and strong execution skills with a good team spirit.
- Strong data sensitivity and analytical skills.
Benefits & Perks:
- Competitive remuneration package (Base salary, KPI 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