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Team Lead, Customer Service
OKXKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionBachelor’s degree or relevant experience of at least 3 years leading a team in a call center environment. Experience leading large (> Proven experience in hiring, training, coaching, and managing people. Strong planning, interpersonal skills, and a process-driven, detail-oriented personality. A team player capable of working cross-functionally and leading complex initiatives. Fluency in English (verbal & written); Mandarin is a plus. Enthusiastic about new technologies and eager to adopt them to improve organizational effectiveness. Willing to work according to schedules supporting 24x7 operations. Ownership and accountability in providing solutions for customers and the business. Familiarity with cryptocurrency and / or finance-technology industry. Experience working with diversified teams across global offices and time zones. Knowledge of CRM tools, such as Zendesk. Basic computer skills : MacOS, Lark, Microsoft Office, G-Suite. Competitive remuneration package (Basic Salary + Yearly Bonuses). Meal Allowance up to RM 500 / month. Monthly Team Building activities. RM 2500 Benefits per annum (Training & Wellness). Convenient workplace (5-minute walk from MRT TRX). Excellent prospects for growth and promotion with training, mentoring, and skill development programs. Employee engagement, recognition, and appreciation programs. Multinational environment—interact with individuals from various backgrounds and cultures.
OKX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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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.
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).
- Ensure daily operations run smoothly and 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 for ad-hoc training and re-training sessions.
- Conduct process updates, improvements, and workshops.
- Communicate business updates, policy changes, and relevant information to stakeholders promptly.
- Plan customer service agents' monthly schedules while managing daily shrinkages.
What We Look For In You
15 members) and diverse teams.
Nice To Haves
Why Join Us?
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
IT Services and IT Consulting
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Customer Service Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia
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