Senior Manager, User Experience (Mandarin Support)
About OKX
OKX is a prominent digital asset trading platform that leverages blockchain technology to offer cutting-edge financial services to traders worldwide. With an extensive array of token and futures trading pairs, OKX serves millions of users across more than 100 countries, positioning itself as a top-ranking platform in terms of trading volume. The platform's derivatives market is particularly renowned for its substantial daily volume and industry-leading status. OKX is committed to driving blockchain technology forward in order to streamline transactions, enhance transaction efficiency, and make a significant impact on the global economy. The company's dedication to innovation and enhancing customer experience remains paramount.
Key Qualifications:
- A bachelor's degree or higher with at least 8 years of experience in customer service, including customer experience management and user research.
- Proven track record in anticipating and meeting customer needs through successful customer experience project management.
- Skilled in project management, including tool utilization, and possessing comprehensive knowledge of customer service management.
- Ability to effectively communicate and coordinate across departments, with a demonstrated history of spearheading significant customer service initiatives.
- Proficiency in both spoken and written English and Mandarin is essential for engaging with Mandarin-speaking stakeholders in China and Hong Kong.
- Located within proximity to MRT TRX at Tun Razak Exchange.
- Preferred certifications include Project Management Professional (PMP) and experience in Lean Six Sigma methodologies.
Responsibilities:
- Analyze current customer experience challenges within the customer service team to identify user pain points and needs, provide recommendations for optimizing experiences, and ensure continuous enhancement of customer satisfaction.
- Conduct comprehensive studies on user requirements and issues, collaborate with data and business teams to establish a continuous customer service monitoring system, and pinpoint critical factors affecting customer experience for improvement.
- Develop and execute specialized improvement projects based on the analysis of NPS trends and industry benchmarks to enhance the overall service quality and drive customer satisfaction.
- Stay abreast of industry trends, competitor offerings, and customer dynamics to refine the service evaluation system and guide business service enhancements effectively.
- Formulate customer experience strategies aligned with business goals, leverage data analysis and various tools to elevate service quality standards, and ensure consistent delivery of exceptional service.
- Foster a culture of customer-centricity through ongoing initiatives such as workshops, experience optimization projects, and promoting a holistic approach to enhancing customer experience.
Benefits & Perks:
- Competitive compensation package with annual increments
- Meal allowance and unlimited transportation benefits
- Monthly team-building activities
- Health and wellness benefits, including training reimbursements
- Yearly bonus and convenient workplace location
- Comprehensive insurance coverage for employees and dependents
- Opportunities for growth, skill development, mentorship, and training programs
- Employee engagement programs and recognition initiatives
- Diverse multicultural working environment for career advancement opportunities.
Note: The job does not require a specific title.
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