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.
Position Overview ????:
This role is responsible for developing the strategic roadmap and driving product innovation for the Customer Service Center. The goal is to ensure the advancement of customer service strategies and service products through strategic design and technological innovation, thereby improving customer satisfaction, enhancing service efficiency, and reducing service costs.
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What You'll Be Doing ????: * Develop mid- to long-term strategies for the Customer Service Center in alignment with the company's overall strategic direction. ??????????????????????????

• Evaluate operational performance indicators (such as FCR, AHT, CSAT, NPS) to identify bottlenecks and drive improvements. ????????????FCR?AHT?CSAT?NPS?????????????
• Build a customer service data analytics framework and establish customer insight models to support strategic decision-making. ??????????????????????????????
• Monitor key metrics including service quality, cost, and capacity, and produce regular analysis reports. ???????????????????????????
• Collaborate with Marketing, Product, and other departments to shape the customer experience across the full lifecycle. ??????????????????????????
• Analyze customer experience trends, industry benchmarks, and emerging technologies (e.g., AI customer service, intelligent service systems) to drive innovation and implementation. ??????????????????????AI??????????????????????

What We Look For in You ????:
Educational Background ????

• Bachelor's degree or above; majors in Management, Marketing, Information Management, or related fields are preferred. ?????????????????????????????

Work Experience ????

• 5+ years of operational management experience in multinational customer service centers, including at least 3 years in strategic planning and innovation management. 5????????????????????3???????????????
• Ability to accurately grasp the latest developments in in-house customer service centers, with strong foresight, innovative thinking, and execution capability. ???????????????????????????????????????

Competencies ????

• Strong strategic thinking and systematic analytical capabilities. ??????????????
• Excellent data insight and business modeling skills. ????????????????
• Strong project management abilities and cross-functional communication skills. ????????????????????
• Familiarity with Customer Experience Management (CEM) and service KPI framework design. ?????????CEM???????????
• Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts. ????????????????????????????

Benefits & Perks:

• Competitive remuneration package (Base salary, Long-term incentive, Yearly bonus)
• Meal allowance up to RM 500/ month
• Unlimited transport 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: 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

#LI-Onsite #LI-JC3
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