Team Lead, Customer Service

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 :

What You’ll Be Doing :

• Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
• Ensure good quality of services and strict adherence to processes.
• Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
• Participate in recruitment activities (screening, interviewing).
• Day to day responsibilities include :
• Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.
• Provide performance monitoring of KPIs, identify trends and issues in Service quality.
• Conduct weekly / monthly performance reviews with customer service agents.
• Coordinate with the L&D team to conduct ad-hoc pieces of training, and / or re-training.
• Conduct process update / improvement projects and workshops.
• Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.
• Planning customer service agent's monthly schedules while managing daily shrinkages

What We Look For In You :

15 members) and diverse teams.

Nice to Haves :

Why Join Us?

#LI-ONSITE

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Do you have over 3 years of experience working in the customer service call center industry?

Are you a resident of Malaysia?

Do you have at least 3 years of experience in a Team Lead role or higher, demonstrating strong people management skills?

Are you willing to work in Tun Razak Exchange 106, Kuala Lumpur?

The nature of the job may require working on shifts. Are you willing to work on a rotational shift schedule? (Shift Allowances will be given)

Are you proficient in reading and writing Mandarin?

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