Manager, Customer Service (Escalation & Trading Services, Mandarin Support)
APAC·Posted today
web3blockchain
<div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <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"> <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"> <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"> <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"> <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"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <h2><strong>Who We Are</strong></h2> <div data-page-id="RpoEdRXrWoavx2xJ5CPu6mmysBc" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-Y9usd0Vc5oLuEZxvabeuEyXOsih"> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne">At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.</div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne"> </div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne">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.</div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne"> </div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne">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.</div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne"> </div> <div class="ace-line ace-line old-record-id-NLHQdg7szoNYTnxuh6XutIBtsne">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> </div> <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-Cfb8dvi9voxFkWxhNcmuJX50sZb"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-NrSYd8kjeoNTrexRDNsuNpZOsMd"> </div> <div class="ace-line ace-line old-record-id-NQ1gdeOLNoEsm2xDroWukiwGs3g"> </div> <div class="ace-line ace-line old-record-id-NQ1gdeOLNoEsm2xDroWukiwGs3g"> </div> <div class="ace-line ace-line old-record-id-NQ1gdeOLNoEsm2xDroWukiwGs3g"> <h2><strong>What You'll Be Doing</strong></h2> </div> <div class="ace-line ace-line old-record-id-Gy4ydICWpol34Hxzjdhu4zdVshg"> <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 the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.</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">Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.</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">Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.</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">Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.</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">Continuously optimize customer service processes, SOPs, knowledge bases, and productivity tools.</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">Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.</span></span></div> </li> </ul> <div data-lark-html-role="root"> <h3 class="rich-text-paragraph" data-eleid="2"><strong><span class="text-only" data-eleid="3"><span class="text-only">岗位职责:</span></span></strong></h3> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="4"> <li class="richTextDocs-listItem" data-eleid="5"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="6"><span class="text-only">负责客服团队日常运营管理，持续提升服务质量、用户体验及团队效率</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="7"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="8"><span class="text-only">关注并分析客服核心数据，通过数据发现问题、定位原因，并制定和推动改善方案</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="9"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="10"><span class="text-only">独立完成客服相关数据分析、业务报告及阶段性复盘，为团队决策提供支持</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="11"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="12"><span class="text-only">主动运用 AI 提升工作效率，包括数据分析、报告生成、信息处理及简单任务/工作流搭建</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="13"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="14"><span class="text-only">持续优化客服流程、SOP、知识库及相关效率工具</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="15"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="16"><span class="text-only">协同产品、运营、技术等团队解决业务问题，推动项目高质量、按时交付</span></span></div> </li> </ul> </div> </div> </div> <h2 class="heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d"> </h2> <h2 class="heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d"><strong>What We Look For In You </strong> </h2> <div data-lark-html-role="root"> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="57"> <li class="richTextDocs-listItem" data-eleid="58"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="59"><span class="text-only">Strong Judgment & Problem-Solving: </span></span></strong><span class="text-only" data-eleid="60"><span class="text-only">Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="61"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="62"><span class="text-only">Hungry & Strong Drive: </span></span></strong><span class="text-only" data-eleid="63"><span class="text-only">Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="64"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="65"><span class="text-only">Bilingual proficiency in Mandarin and English as working languages:</span></span></strong><span class="text-only" data-eleid="66"><span class="text-only"> Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="67"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="68"><span class="text-only">Data Analysis: </span></span></strong><span class="text-only" data-eleid="69"><span class="text-only">Proficient in Excel and other </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">data tools</span><span class="text-only">, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="70"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="71"><span class="text-only">Practical AI Skills: </span></span></strong><span class="text-only" data-eleid="72"><span class="text-only">Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="73"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="74"><span class="text-only">Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="75"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="76"><span class="text-only">Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.</span></span></div> </li> </ul> </div> <div class="ace-line ace-line old-record-id-Pyddd7YwWoyKAJxFqgSutn7YsFc"> <div data-lark-html-role="root"> <h3 class="rich-text-paragraph" data-eleid="33"><strong><span class="text-only" data-eleid="34"><span class="text-only">任职要求:</span></span></strong></h3> <ul class="richTextDocs-unOrderList richTextDocs-unOrderList-disc" data-eleid="35"> <li class="richTextDocs-listItem" data-eleid="36"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="37"><span class="text-only">认知判断力强: </span></span></strong><span class="text-only" data-eleid="38"><span class="text-only">具备敏锐的理解和认知能力，能够快速抓住问题本质；面对未知或信息不完整的情况，能够结合经验进行预判，找到合理路径并做出高质量判断</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="39"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="40"><span class="text-only">进取心 & 推动力强: </span></span></strong><span class="text-only" data-eleid="41"><span class="text-only">有强烈的求知求解欲，习惯深入理解事情背后的 Why；面对困难能够主动寻找更优解，积极协调团队内外资源，持续推动问题解决并对结果负责</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="42"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="43"><span class="text-only">中英双语可作为工作语言：</span></span></strong><span class="text-only" data-eleid="44"><span class="text-only"> 能够进行中英文书面及口头沟通，参与中英文会议及工作汇报；工作中需频繁对接中文客户及利益相关方，确保沟通准确、高效</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="45"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="46"><span class="text-only">具备数据分析能力: </span></span></strong><span class="text-only" data-eleid="47"><span class="text-only">熟练使用 Excel 等数据工具，能够独立完成数据统计、分析及报告，并从数据中发现问题、形成业务洞察</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="48"> <div class="richTextDocs-listItem__text"><strong><span class="text-only" data-eleid="49"><span class="text-only">具备实际 AI 应用能力: </span></span></strong><span class="text-only" data-eleid="50"><span class="text-only">有真实的 AI 提效案例，能够熟练使用 AI 辅助数据分析、数据报告、信息总结等工作，并能搭建简单的 AI 任务或工作流</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="51"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="52"><span class="text-only">具备客服、客户体验或客服运营相关工作经验，有一定团队管理经验</span></span></div> </li> <li class="richTextDocs-listItem" data-eleid="53"> <div class="richTextDocs-listItem__text"><span class="text-only" data-eleid="54"><span class="text-only">具备较强的责任感、自驱力和成长意愿，愿意持续学习、创新和自我迭代</span></span></div> </li> </ul> </div> </div> <div class="ace-line ace-line old-record-id-Pyddd7YwWoyKAJxFqgSutn7YsFc"> </div> <div class="ace-line ace-line old-record-id-Pyddd7YwWoyKAJxFqgSutn7YsFc"> </div> <h2><strong>Benefits & Perks:</strong></h2> <ul> <li>Competitive remuneration package (Base Salary + Yearly Bonuses)</li> <li>Meal allowance</li> <li>Unlimited transport allowance (T&C apply)</li> <li>Monthly team building</li> <li>RM 3,500 training & wellness benefits per annum</li> <li>Convenient workplace (5 minutes walk from MRT TRX)</li> <li>Insurance coverage for employees & dependants</li> <li>Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed</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> </p> <p><span style="color: rgb(255, 255, 255);">#LI-Onsite #LI-JC3</span></p> <div class="ace-line ace-line old-record-id-JGIsdeznCo2qpfxJAqkuViMfsHS"> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </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 </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 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