Specialist, Customer Service (English) at OKX

<div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-doxuslsyQOGHoiYb47TiA1n51Th"><strong>Who We Are</strong></h2> <div data-page-id="Kpucdjv7JoAcSZxSf7PuRl5Yscb" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-UADHdk7alofDMex6wrruAecisJh">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: <em>We Before Me</em>, <em>Do the Right Thing</em>, and <em>Get Things Done</em>. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.&nbsp;</div> <div class="ace-line ace-line old-record-id-UADHdk7alofDMex6wrruAecisJh">&nbsp;</div> <div class="ace-line ace-line old-record-id-UADHdk7alofDMex6wrruAecisJh">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.</div> </div> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg">&nbsp;</h2> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg"><strong>About The Opportunity</strong></h2> <div data-lark-html-role="root"><span class="text-only" data-eleid="14"><span class="text-only">The Customer </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">Service</span><span class="text-only"> Specialist is responsible for managing customer cases from first contact through to resolution across multiple support channels. This is not a standard frontline role — it requires product fluency, sound judgment, and the ability to independently work through complex or multi-step cases. Specialists are expected to operate professionally, take full ownership of their cases, and contribute to the continuous improvement of the team and its processes.</span></span></div> <p>&nbsp;</p> <h2 class="heading-2 ace-line old-record-id-doxushHxPgvpIV0pJrijghkWDWe"><strong>What You’ll Be Doing&nbsp;</strong></h2> <div data-lark-html-role="root"> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="19"> <li class="richTextDocs-listItem" data-eleid="20"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="21"><span class="text-only">Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="22"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="23"><span class="text-only">Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="24"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="25"><span class="text-only">Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="26"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="27"><span class="text-only">Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="28"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="29"><span class="text-only">Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="30"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="31"><span class="text-only">Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes and prevent recurrence.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="32"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="33"><span class="text-only">Document case details accurately in the </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">CRM</span><span class="text-only"> and contribute to knowledge base maintenance.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="34"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="35"><span class="text-only">Meet individual KPIs including response time, resolution rate, quality scores, and customer satisfaction targets.</span></span></div> </li> </ul> </div> <p>&nbsp;</p> <h2 class="heading-2 ace-line old-record-id-doxusWnZPeJsdMU53QGew90VQeh"><strong>What We Look For In You&nbsp;</strong></h2> <div data-lark-html-role="root"> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="43"> <li class="richTextDocs-listItem" data-eleid="44"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="45"><span class="text-only">Diploma in Finance, Business, or a related discipline.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="46"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="47"><span class="text-only">Minimum 2 years of experience in a customer service role, with exposure to complex case handling.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="48"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="49"><span class="text-only">Proficient in written and spoken English. Additional language proficiency is an advantage.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="50"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="51"><span class="text-only">Able to work independently, manage multiple open cases simultaneously, and prioritise effectively under pressure.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="52"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="53"><span class="text-only">Strong interpersonal and communication skills — able to manage difficult customer interactions calmly and reach constructive outcomes.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="54"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="55"><span class="text-only">Applies sound judgment in non-standard situations; able to assess context, identify the core issue, and determine the most appropriate resolution path.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="56"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="57"><span class="text-only">Demonstrates a proactive approach to learning — stays current with product and process updates and applies them immediately in day-to-day work.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="58"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="59"><span class="text-only">Comfortable using AI tools to support case resolution, summarisation, and knowledge retrieval.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="60"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="61"><span class="text-only">Willing to work rotating shifts, including weekends and public holidays, to support round-the-clock operations.</span></span></div> </li> </ul> </div> <p>&nbsp;</p> <h2 class="heading-2 ace-line old-record-id-doxusWnZPeJsdMU53QGew90VQeh"><strong>Nice-To-Haves&nbsp;</strong></h2> <div data-lark-html-role="root"> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="67"> <li class="richTextDocs-listItem" data-eleid="68"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="69"><span class="text-only">Experience using CRM platforms in a customer </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">service environment</span><span class="text-only">.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="70"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="71"><span class="text-only">Background in cryptocurrency, fintech, or financial services — familiarity with the risk and compliance landscape is an advantage.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="72"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="73"><span class="text-only">Experience working with global or cross-timezone teams.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="74"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="75"><span class="text-only">Familiarity with productivity and reporting tools such as MS Office, Google Analytics, Lark, or Lark Datawind.</span></span></div> </li> </ul> </div> <p>&nbsp;</p> <h2><strong>Perks &amp; Benefits&nbsp;</strong></h2> <ul> <li>Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance + Yearly Bonus)</li> <li>Meal allowance</li> <li>Transportation allowance (T&amp;C apply)</li> <li>Monthly team building</li> <li>RM 3,500 training &amp; wellness benefits per annum</li> <li>Convenient workplace (5 minutes walk from MRT TRX)</li> <li>Insurance coverage for employees &amp; dependants</li> <li>Excellent prospects for growth and promotion</li> <li>Employee engagement, recognition and appreciation program</li> <li>Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations</li> </ul> <p>&nbsp;</p> <p><span style="color: rgb(255, 255, 255);">#LI-Onsite #LI-JC3</span></p> <p>&nbsp;</p> </div> </div> </div> </div> </div><div class="content-conclusion"><div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only"><span class="text-only" data-eleid="6">Notice:<br></span></span></span> <div data-lark-html-role="root"><span class="text-only" data-eleid="26"><span class="text-only">All official </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only"> vacancies are published on this website.</span></span> <span class="text-only" data-eleid="28"><span class="text-only">While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. </span></span><strong><span class="text-only" data-eleid="29"><span class="text-only">If in doubt, please apply directly through our official careers website.</span></span></strong></div> </div> <div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only">Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to&nbsp;</span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only">'s </span></span><a class="link rich-text-anchor __anchor-intercept-flag__ text-content-link" href="https://www.okx.com/en-eu/help/okx-candidate-privacy-notice" target="_blank" data-eleid="19" data-lark-is-custom="true" data-lark-link="true">Candidate Privacy Notice</a><span class="text-only" data-eleid="20"><span class="text-only">.</span></span></div></div>