Senior Manager, Tools & Technology (Mandarin Speaker)
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:
- Analyze customer service business scenarios and pain points, and carry out product design, requirement support, and tool management for customer service systems, including but not limited to 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, WFM system & etc.
- 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.
What We Look For in You:
- 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 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 & etc.
- Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
Benefits & Perks:
- Competitive remuneration package
- Meal allowance up to RM 500/ month
- Unlimited transport allowance (T&C apply)
- Monthly team building
- RM 2,500 training & wellness benefits per annum
- Yearly bonus
- 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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