Okcoin is hiring a

Web3 Escalation Specialist - Customer Service

Who We Are

About the Team:

The Customer Service team plays an important role in providing solutions and collecting feedback from our customers for better improvement. As the front liner, we are the voice to the company from our customers..

About the Opportunity:

The successful candidate will think big about the future of crypto and how you can bring individual investors and institutions into the crypto economy more quickly. You will possess the ability and willingness to balance customer needs with business priorities.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on-the-fly. You must also have strong prioritisation skills and willingness to roll up one's sleeves to get the job done.

What You’ll Be Doing:

• Empowered to have high-level authority to deal with requests or complaints
• Handle escalations and tech troubleshoot to provide a high-quality service experience
• Assist the Operational Excellence team in the development of the planning process and prioritising improvement opportunities based on strategic and tactical planning objectives
• Assist internal partners to ensure business and strategies are maintained effectively
• To identify areas for service and procedural improvement and make recommendations to the Team Leader.
• To participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager /Manager/Team Leader.
• To handle complaints and feedback related to websites, products, platforms, and services, etc.
• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
• Excellent time management: ability to multi-task to solve issue for Customers, while managing time.
• Polished delivery: ability to communicate in a structured and professional manner.

What We Look For In You:

• Excellent command of spoken and written English with additional at least 1 additional language
• Minimum 1 years experience in Customer Escalation; FinTech or technology industry background strongly preferred
• A highly solution-oriented mindset with hands-on execution capability
• Strong customer service skills, highly motivated team-player.
• Demonstrated ability to motivate others and achieve results.
• Inbound call centre customer service-related work experience is preferred.
• Willing to work on shift rotation
  

Okcoin Statement:

Okcoin is committed to equal employment opportunities regardless of race, colour, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status.

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