Senior Manager, Customer Service
Who We Are
Centauri Services and Technology Sdn. Bhd provides customer support and back end support services to OK Group, an international conglomerate specialising in fintech and blockchain technology. The OK Group is most well known for OKX-one of the world's largest digital assets exchange platforms.
In recent years, OKX has developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments.
What You’ll Be Doing:
- Overseas customer service day-to-day operations and responsible for service delivery metrics.
- To develop strategic CS workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity.
- Continuously improve the level of service, focus on customer feedback and solution processes, while complementing customer journey on our platform.
- Develop and drive capability and operational excellence and monitor team efficiency and effectiveness.
- Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could include product enhancement, operational process improvement, etc.
- Identify and resolve process bottlenecks and inefficiencies through digital/innovative solutions.
- Ensure compliance with regulatory requirements and operational procedures.
What We Look For In You:
- Bachelor’s degree or relevant experience of at least 5 years of customer service operations & shared service background is a plus.
- Fluency (Verbal & Written) in English & Mandarin (as to liaise with Mandarin speaker members)
- Experience leading large (>100 members) and diverse teams.
- Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
- Ability to work in a cross-functional environment and to lead complex operational initiatives.
- Strong analytical skill paired with the ability to delegate tasks effectively, in achieving common goals. Ready to provide hands-on assistance to the team when needed.
- Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices
Nice to Have
- MBA or experience in setting/scaling up operations teams in new geolocations.
- Familiarity with cryptocurrency and/or finance-technology industry.
- Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
- COPC, Six Sigma or other form of certification related to operations excellence.
- Experience and flexibility working with diversified teams across global offices and time zones.
Benefits & Perks:
- Annual Leaves
- Meal Allowance
- Yearly Performance Bonus
- Monthly Teambuilding
- Training & Wellness Subsidy
- Insurance Coverage for Employees & Dependants