Senior Agent, Customer Service (English)

Who We Are

At OKX, we believe that the future will be reshaped by crypto, ultimately contributing to every individuals freedom. OKX is a leading crypto exchange and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). We are a trusted brand for hundreds of large institutions seeking access to crypto markets, 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.

What Youll Be Doing:

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, and voice.
• Liaising with both internal & external stakeholders, e.g., product managers & the marketing team, to handle complaints and feedback related to websites, products, platforms, and services.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Escalating any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.

What We Look For In You:

• A Diploma in finance, customer service, or a related field.
• At least 2 years of experience in customer service or a similar role.
• Excellent command of spoken and written English; multi-language skills would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingness to work according to a given schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: Passion to find the right solution for the customer and resolve issues while overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve issues for customers while managing time effectively.
• Quick learner: Ability to ramp up quickly on the latest product/process updates and act on feedback constructively.

Nice to Haves:

• Working knowledge of CRM tools, such as Zendesk.
• Familiarity with the crypto/finance-technology industry.
• Experience working with teams across global offices and time zones.
• Basic computer knowledge: MS Office, MS Outlook, and Internet Explorer, among other applications like GA.
• Experience in call center customer service-related work.

Why Join Us?

• Competitive remuneration package.
• Training & wellness programs.
• Excellent prospects for growth and promotion - we provide assistance, opportunities for skill development, mentoring, and training programs to help you succeed.
• Employee engagement, recognition, and appreciation programs.
• Multinational working environment - advance your career by interacting with individuals from various backgrounds, cultures, and nations.

#LI-ONSITE

Information :

• Company : NEAR
• Position : Senior Agent, Customer Service (English)
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY