About OKX

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.

OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.


What You’ll Be Doing:

  1. Provide fast and high-quality service experience quality assurance to users, improve user satisfaction.
  2. Effectively classify and prioritize quality issues, establish special improvement projects for key issues, identify problems at various levels such as supplier execution, individual/ common business processes, systems, training, products, etc.
  3. Communicate and collaborate with various business departments to collectively improve and achieve project goals.
  4. Follow the Customer Operations Performance Centre (“COPC”) measurement standards, continuously promote the standard processes of the service quality system, assist in enhancing the customer service experience, effectively improve service strategies, and assist the team in enhancing service quality.
  5. Develop, update, and maintain service quality monitoring standards, establish a service quality control system, regularly analyze quality inspection data, periodically track the implementation effectiveness of improvement measures to form a closed loop, and improve various standard systems and service quality monitoring and evaluation systems.
  6. Regularly organize customer feedback service checkpoint meetings, analyze root causes of quality issues from the perspective of customer service journey, develop improvement plans based on relevant quality insights, ensure implementation, and assist operations in improving overall service quality.
  7. Output experience checkpoints and optimize cross-channel customer service processes through upstream and downstream business processes, with a focus on light interaction and strong experience, to enhance user satisfaction.
  8. Responsible for team management of the quality management team, utilize intelligent AI to enhance service quality management efficiency.


What We Look For In You:

  1. Education: Degree and above
  2. 3 to 5 years or more of relevant experience in call center service quality management.
  3. Proficient in data analysis and skilled in using software such as Office, XMind, Visio, etc.
  4. Strong logical thinking and problem-solving skills, capable of identifying root causes of issues and developing effective improvement measures.
  5. Deep understanding of the essence of service quality and lean operations, with rich experience in process design and optimization.
  6. Experience in product design or data analysis is a plus.
  7. Excellent cross-department communication and coordination skills, with an innovative mindset to ensure project implementation according to requirements in complex business and environmental situations.
  8. Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
  9. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.


Benefits & Perks:

  • Competitive remuneration package (Basic Salary + Annual Increment)
  • Meal allowance up to RM 500/ month
  • Unlimited OT transportation allowances (T&C apply)
  • Monthly team building
  • RM 2,500 training & wellness benefits per annum
  • Yearly bonus
  • 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

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