Customer Service Strategy Expert

Who We Are
At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles:
We Before Me
,
Do the Right Thing
, and
Get Things Done
. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

Position Overview 岗位概述
This role is responsible for developing the strategic roadmap and driving product innovation for the Customer Service Center. The goal is to ensure the advancement of customer service strategies and service products through strategic design and technological innovation, thereby improving customer satisfaction, enhancing service efficiency, and reducing service costs.

该职位负责制定客服中心的战略规划与客服产品创新,目标是通过战略设计、技术创新等,确保客服中心战略、客服产品的先进性,以提升客户满意度、提高服务效率,降低服务成本。

What You'll Be Doing 主要职责

• Develop mid- to long-term strategies for the Customer Service Center in alignment with the company's overall strategic direction. 制定客服中心中长期发展战略,与公司整体战略保持一致。
• Evaluate operational performance indicators (such as FCR, AHT, CSAT, NPS) to identify bottlenecks and drive improvements. 评估客服中心运营指标(如FCR、AHT、CSAT、NPS等),识别瓶颈并推动改善。
• Build a customer service data analytics framework and establish customer insight models to support strategic decision-making. 搭建客服数据分析体系,建立客户洞察模型,为战略决策提供支持。
• Monitor key metrics including service quality, cost, and capacity, and produce regular analysis reports. 监控服务质量、成本与产能等关键指标,形成定期分析报告。
• Collaborate with Marketing, Product, and other departments to shape the customer experience across the full lifecycle. 与市场、产品等部门协作,构建客户全生命周期服务体验。
• Analyze customer experience trends, industry benchmarks, and emerging technologies (e.g., AI customer service, intelligent service systems) to drive innovation and implementation. 通过分析客户体验趋势、行业标杆及新兴技术(如AI客服、智能客服系统等),进行创新并推动落地。

What We Look For In You 任职要求
Educational Background 学历
背景

• Bachelor's degree or above; majors in Management, Marketing, Information Management, or related fields are preferred. 本科及以上学历,管理学、市场营销、信息管理或相关专业优先。

Work Experience
工作经验

• 5+ years of operational management experience in multinational customer service centers, including at least 3 years in strategic planning and innovation management. 5年以上跨国客服中心运营管理经验,其中至少3年以上战略规划和创新管理经验。
• Ability to accurately grasp the latest developments in in-house customer service centers, with strong foresight, innovative thinking, and execution capability. 能准确把握自营客服中心最新发展方向,具备前瞻视角和创新思维,具备一定的推动力。

Competencies
能力要求

• Strong strategic thinking and systematic analytical capabilities. 战略思维与系统性分析能力强。
• Excellent data insight and business modeling skills. 优秀的数据洞察力与业务建模能力。
• Strong project management abilities and cross-functional communication skills. 具备良好的项目管理与跨部门沟通协调能力。
• Familiarity with Customer Experience Management (CEM) and service KPI framework design. 熟悉客户体验管理(CEM)与服务指标体系设计。
• Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts. 能以中文和英文作为日常工作语言,具备良好的双语沟通能力。

Benefits & Perks

• Competitive remuneration package (Base salary, Long-term incentive, Yearly bonus)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• 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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:
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