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.
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Overseas Dispute team's day-to-day operations and responsible for service delivery metrics.
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Plan and deploy optimized resources to meet operational needs.
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Conduct Root-Cause-Analysis and execute Back-Up-Track Plan when the team is impacted due to planned/unplanned incident. Some common KPIs : Average Handling Time (AHT), Lead Time (LT), Customer Satisfaction (CSAT), Service Level Agreement (SLA) and etc.
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To develop global strategic dispute workflow for end users and merchants, business standards, management systems, and incentive policies of dispute operations to improve operational excellence.
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Continuously improve the level of services, focus on customer feedback and solution processes, while complementing customer journey on our platform.
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Collaborate with cross-functional stakeholders for product enhancement, operational process improvement, etc.
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Drive Innovative Implementation - Able to identify and resolve process bottlenecks and inefficiencies through digital solutions.
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Ensure compliance with regulatory requirements and operational procedures.
What We Look For In You:
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Bachelor’s degree or relevant experience of at least 5 years of customer dispute operations. (shared service/legal/audit/consultant background is a plus)
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Fluency (Verbal & Written) in English + One Native Language (preferred)
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Min 3 years of managerial experience. Experience in leading large (>75 members) and diverse teams.
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Strong communication and analytical skills.
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Tech Savvy with a strong desire to adopt technologies to drive transformation / change management.
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Proven experience and knowledge in effective hiring, training, coaching, and people management practices
Nice to Have
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Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
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Working knowledge of CRM tools, such as Zendesk.
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Familiarity with cryptocurrency and/or finance-technology industry.
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Experience working with teams across global offices and time zones.
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Knowledge of fraud detection concepts.
Why Join Us?
- Competitive remuneration package (Basic Salary + Generous KPI bonus program + Shift Allowance + Annual Increment).
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum (Training & Wellness)
- Yearly Bonus
- Convenient workplace (5 minutes walk from MRT TRX).
- 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.
