Manager, Customer Service

OKX

Kuala Lumpur, Malaysia

Full time

On site

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

Company size

Mature [ 50+ employess ]

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Oversees Customer Service Operations, managing customer complaints on various social media platforms and analyzing operational indicators. Communicates customer feedback to improve products and services.

Requirements

Bachelor’s degree or relevant experience of at least 3 years in managing complaints via social media channels.

Experience leading large (>20 members) and diverse teams

Strong planning and interpersonal skills as well as process-driven and detail-oriented personality

Ability to work in a cross-functional environment and to lead complex operational initiatives

Fluency (Verbal & Written) in English is required – Mandarin is a plus

Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.

Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Proficiency in Mandarin-Chinese, is a plus

Responsibilities

Overseeing Customer Service Operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.

Manage customer complaint on various social media platforms, including but not limited to Facebook, Twitter, Instagram, LinkedIn, and YouTube.

Monitor social media channels for mentions, comments, and direct messages, and respond in a timely and professional manner.

Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR.

Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes.

Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.

Benefits

Competitive remuneration package (Basic Salary + Yearly Bonus).

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX).

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.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

Company size

Mature [ 50+ employess ]

Resume Assistance

See how well your resume matches this job role with our AI-powered score. By uploading your resume, you agree to our Terms of Service

Click to upload

or drag and drop

pdf, doc, or docx (max. 10MB)

Ready to apply?

You're one step away - it takes less than a minute to upload your resume