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 optimise 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 recognised 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:
- Collaborate with various business lines and R&D teams based on the application of products in customer service scenarios. Drive and improve user experience by addressing and iterating on pain points in product experience continuously.
- Demonstrate the requirements of user experience and business operations. Effectively demonstrate the continuous benefits of experience after delivering requirements through analysis of service-side product demand metrics and revenue evaluation. Focus on improving consultation rates, manual service rates, and satisfaction in the customer service system.
- Design and manage service channels TOP consultation experience and resource allocation reasonably, balancing service channel resource input, taking into account the characteristics of multi-channel operations in customer service channels (live chats, tickets, emails, AI services & etc.). Assist the business team in designing and developing product solutions by studying user scenarios and collecting user feedback, competitor situations, and analyzing them into achievable product iteration solutions.
- Analyze operational data, user behavioural data & etc. through layered analysis. Analyze user key behavioural paths, formulate improvement plans, and drive product feature iteration and optimization of user experience.
- Collaborate with relevant teams to support the implementation of solutions and requirements during service operations.
What We Look For in You:
- Bachelor's degree or above, with more than 2 years of experience in business operations and product collaboration.
- Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
- Able to identify the core demands behind business/customer issues, deliver high-quality solution designs and requirement conversions. Excellent project management and communication skills are essential during the implementation process.
- Possess a clear logical thinking framework, sensitivity to business data, and familiar with analyzing problems and formulating solutions.
- Experience in driving customer service center business and business BP is preferred.
- Experience in the cryptocurrency industry is a plus.
- 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 transport allowance (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
