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Senior Agent, Customer Service (English)

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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Attends to global customer inquiries/issues via email, chat, and voice. Liaises with internal and external stakeholders to handle complaints and feedback.

Requirements

  • 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 with multi-language skills would be a plus.
  • Ability to work independently in a fast-paced environment.
  • Willingly to work according to 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 the issue overcoming obstacles; good cost-efficient decision making.
  • Excellent time management: ability to multi-task to solve the issue for Customers, while managing time.
  • Quick learner: ability to ramp up quickly on latest product/process updates and act on feedback constructively.

    • Responsibilities

  • Attending to all inquiries/issues from global customers on multiple channels including email, chat, 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, etc.
  • Maintaining a working knowledge of company products to effectively communicate with customers.
  • Creating and maintaining strong relationships with company partners and external stakeholders.
  • Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.

    • Benefits

  • Competitive remuneration package
  • Training & Wellness
  • 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.
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