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Specialist, Customer Service (English)
Kuala Lumpur, MalaysiaPosted 2 weeks ago
hybrid
Job Description
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.
About The Opportunity
The Customer Service 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.
What You’ll Be Doing
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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.
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Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
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Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
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Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.
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Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.
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Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes and prevent recurrence.
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Document case details accurately in the CRM and contribute to knowledge base maintenance.
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Meet individual KPIs including response time, resolution rate, quality scores, and customer satisfaction targets.
What We Look For In You
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Diploma in Finance, Business, or a related discipline.
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Minimum 2 years of experience in a customer service role, with exposure to complex case handling.
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Proficient in written and spoken English. Additional language proficiency is an advantage.
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Able to work independently, manage multiple open cases simultaneously, and prioritise effectively under pressure.
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Strong interpersonal and communication skills — able to manage difficult customer interactions calmly and reach constructive outcomes.
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Applies sound judgment in non-standard situations; able to assess context, identify the core issue, and determine the most appropriate resolution path.
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Demonstrates a proactive approach to learning — stays current with product and process updates and applies them immediately in day-to-day work.
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Comfortable using AI tools to support case resolution, summarisation, and knowledge retrieval.
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Willing to work rotating shifts, including weekends and public holidays, to support round-the-clock operations.
Nice-To-Haves
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Experience using CRM platforms in a customer service environment.
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Background in cryptocurrency, fintech, or financial services — familiarity with the risk and compliance landscape is an advantage.
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Experience working with global or cross-timezone teams.
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Familiarity with productivity and reporting tools such as MS Office, Google Analytics, Lark, or Lark Datawind.
Perks & Benefits
- Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance + Yearly Bonus)
- Meal allowance
- Transportation allowance (T&C apply)
- Monthly team building
- RM 3,500 training & wellness benefits per annum
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees & dependants
- Excellent prospects for growth and promotion
- 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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