Specialist, Customer Service (VIP, Mandarin Speaker) (Web3)

TL;DR

Specialist, Customer Service (Web3): Providing professional support to VIP clients of a leading crypto exchange with an accent on relationship management and timely issue resolution. Focus on coordinating with Relationship Managers, handling complex client inquiries, and ensuring compliance with data security standards.

Location: Kuala Lumpur, Malaysia (Onsite)

Company

OKX is a leading crypto exchange and developer of the OKX Wallet, providing millions of users and institutions access to crypto trading and decentralized applications.

What you will do

• Deliver high-quality, attentive support to key VIP clients to maintain strong professional relationships.
• Coordinate with the Relationship Manager (RM) team to handle service requests, inquiries, and follow-ups.
• Resolve client issues and complaints efficiently via instant messaging and other communication channels.
• Manage daily operational tasks, including information processing, research, and feedback consolidation.
• Identify and promptly escalate high-risk or urgent situations according to internal procedures.
• Ensure strict adherence to compliance, regulatory, and data privacy requirements.

Requirements

• Bachelor's degree in Business, Finance, Communications, or a related field.
• Fluent Mandarin is required to support native Mandarin-speaking clients and stakeholders.
• At least 3 years of experience in client service, client relations, or customer support.
• Experience in financial services or supporting high-value/key accounts is highly preferred.
• Willingness to work on a rotating shift schedule, including morning, afternoon, and evening shifts.
• Strong problem-solving skills and a client-centric mindset.

Culture & Benefits

• Competitive remuneration including basic salary, shift allowance, KPI allowance, and yearly bonus.
• Meal and transportation allowances (T&C apply).
• Annual training and wellness budget of RM 3,500.
• Insurance coverage for employees and their dependents.
• Convenient office location within walking distance of MRT TRX.
• Opportunities for career growth within a multinational working environment.