Senior Manager, User Experience (Mandarin Support)

Kuala Lumpur, Malaysia
Full time
Office
Compensation is not specified
Role
User Researcher
Description

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.

Skills Required
Avatar
OKX
Company size
Not specified
Location
United States
Description
Not specified

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