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Customer Service Product Manager
2 months ago
OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by leveraging blockchain technology. OKX offers hundreds of token and futures trading pairs to help traders optimize their strategies. As one of the top digital asset trading platforms by trading volume, OKX serves millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally, with a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry.
We believe 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 continuously improve our customer experience.
Job SummaryWe are seeking a highly skilled Customer Service Product Manager to join our team. The successful candidate will be responsible for analyzing customer service business scenarios and pain points, and carrying out product design, requirement support, and tool management for customer service systems.
Key Responsibilities- Analyze customer service business scenarios and pain points, and carry out product design, requirement support, and tool management for customer service systems, including AI reception, online workbench, call workbench, ticketing system, customer service system, knowledge base, QA workbench, BI, business analysis tools, export report, customer service instant messaging tools, and WFM system.
- Based on customer service business scenarios and processes, produce product requirement documents for the system, and drive high-quality and timely deployment of requirements.
- Communicate and collaborate with the production and R&D department, formulate and continuously optimize user research processes, and discover points for improving product experience.
- Responsible for optimizing and iterating on the functionality of customer service systems, improving productivity and efficiency, and cost savings.
- Bachelor's degree or above, with more than two years of experience in the internet or online product industry. Able to independently complete the overall planning, design, and data analysis of call center customer service system-related products, and drive the development and implementation of system functionality.
- At least 2 years of customer service or technical support experience, with experience of working in a customer service center is preferred.
- Possesses good business sensitivity, with excellent product analysis and data analysis abilities. Familiar with user research experience is a plus, with excellent judgment and professionalism.
- Excellent command of spoken and written English and Mandarin as the role requires to deal with China/Hong Kong Mandarin speaking counterparts (preferably with experience working internationally).
- Familiar with the use and management of customer service tools such as phone systems, email systems, online chat tools, and etc.
- Willing to work in a multinational environment.
- 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 and wellness benefits per annum
- Yearly bonus
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees and dependants
- Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programs 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
