Specialist, Customer Service (English)

OKX
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2-2 yearsEducation: certificationSkills: ["Communication","Problem-solving","Time management","Empathy","Critical thinking"]

Customer Service Specialist handling complex inquiries across email, chat, and voice, owning cases from inquiry to resolution, collaborating with Product, Risk, and Compliance when needed, and maintaining knowledge of product features and policies to improve customer outcomes.

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FursaFursa
OKX
OKX
2 months ago

Specialist, Customer Service (English)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Customer Service Specialist handling complex inquiries across email, chat, and voice, owning cases from inquiry to resolution, collaborating with Product, Risk, and Compliance when needed, and maintaining knowledge of product features and policies to improve customer outcomes.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.
  • •Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
  • •Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
  • •Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.
  • •Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.

Pay and Benefits

Perks:Meal AllowanceInsuranceCommuter Benefits

Key Requirements

  • •Diploma in Finance, Business, or a related discipline.
  • •Minimum 2 years of experience in a customer service role, with exposure to complex case handling.
  • •Proficient in written and spoken English. Additional language proficiency is an advantage.
Experience:2-2 yearsCryptocurrencyFintechFinancial services
Education:Certification / Diploma
Skills:CommunicationProblem-solvingTime managementEmpathyCritical thinking
Languages:English
Tech Stack:CRMMS OfficeGoogle AnalyticsLarkAI tools

Company Brief

OKX
Global cryptocurrency exchange and Web3 technology provider offering spot and derivatives trading, custody, wallet services, and blockchain infrastructure to retail and institutional users worldwide.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Victoria, Seychelles
Founded: 2017
WebsiteLinkedIn