In today’s fast-evolving digital economy, blockchain and digital asset platforms are redefining how people interact with financial services. One role that sits at the heart of this transformation is the Senior Agent, Customer Service (Mandarin Support) — a position that combines linguistic expertise, technical understanding, and exceptional customer care. This role offers professionals the opportunity to be part of a globally recognized platform shaping the future of finance.
About the Platform
The organization behind this opportunity is a top-tier digital asset exchange, serving millions of users across more than 100 countries. With hundreds of spot and futures trading pairs available, it ranks among the world’s highest-volume exchanges. Its derivatives market alone sees approximately $10 billion in daily trading volume, setting an industry benchmark for performance and reliability.
Built on blockchain innovation, the platform aims to break down traditional financial barriers, enhance transaction efficiency, and drive meaningful global economic change. It continuously invests in user experience, security, and product development — all while fostering a culture of innovation and excellence.
👉 Discover career opportunities in the fast-growing world of digital assets.
Role Overview: Senior Agent, Customer Service (Mandarin Support)
Based in Kuala Lumpur, Malaysia, this full-time customer service role is designed for bilingual professionals fluent in Mandarin and English who are passionate about delivering outstanding support in a high-paced, technology-driven environment.
Key Responsibilities
As a Senior Agent in Customer Service, you will serve as the primary point of contact for users worldwide, particularly those from Mainland China and Hong Kong. Your responsibilities will include:
- Responding to customer inquiries via email, live chat, voice calls, and social media platforms
- Resolving issues related to account access, trading functions, deposits/withdrawals, and platform navigation
- Escalating complex cases to Level 2 support or supervisors when necessary, following established protocols
- Providing feedback on service gaps and suggesting improvements to enhance user experience
- Collaborating with team leads and cross-functional departments to refine customer service processes
- Handling complaints and user feedback regarding website functionality, product features, and service delivery
This role demands both technical awareness and emotional intelligence — you're not just solving problems, you're building trust with users during critical moments.
Required Qualifications
To succeed in this position, candidates should meet the following criteria:
- Fluency in spoken and written Mandarin and English – essential for communicating effectively with Chinese-speaking clients
- Strong customer service orientation with a proactive, team-focused mindset
- Basic understanding of digital assets, cryptocurrency exchanges, or trading platforms
- Proven ability to deliver results and motivate others within a collaborative setting
- Typing speed of at least 40 words per minute
- Proficiency in standard software tools: MS Office, MS Outlook, web browsers
- Willingness to work in rotating shifts, including weekends and public holidays
- Diploma or higher education in any discipline
- Location flexibility: must be able to work on-site at Tun Razak Exchange (TRX), Kuala Lumpur, within walking distance of MRT TRX station
- Prior experience in a call center or customer support environment is preferred
Preferred Attributes
While not mandatory, the ideal candidate will demonstrate:
- Excellent interpersonal and communication skills
- Solution-oriented thinking and problem-solving agility
- Strong time management and organizational abilities
- The capacity to multitask efficiently across multiple communication channels
- Ability to work seamlessly with global teams in Kuala Lumpur and Beijing
- Fast learning capability to keep up with evolving products and market trends
👉 Explore how you can grow your career in blockchain and digital finance.
Why This Opportunity Stands Out
Joining this forward-thinking organization isn't just about landing a job — it's about stepping into a dynamic ecosystem where growth, innovation, and global impact converge.
Competitive Compensation & Benefits
The package includes:
- Attractive base salary plus shift allowance and performance-based incentives
- Annual salary reviews aligned with performance
- Monthly meal allowance of up to RM 500
- Annual training and wellness benefit of RM 2,500
- Performance-linked annual bonus
- Comprehensive medical insurance covering employees and dependents
Work-Life Balance & Culture
Life at the company blends professionalism with community:
- 16 days of annual leave to ensure rest and rejuvenation
- Monthly team-building activities to strengthen collaboration
- Regular employee recognition programs and career development initiatives
- Inclusive, multicultural workplace with colleagues from diverse backgrounds
- On-site location with easy access — just 5 minutes on foot from MRT TRX
Career Development Prospects
Employees are supported through structured training, mentorship programs, and clear pathways for advancement. Whether you aim to move into leadership roles or specialize in technical support domains, the platform encourages continuous learning and upward mobility.
Core Keywords for Search Visibility
To align with SEO best practices and improve discoverability for job seekers, the following keywords have been naturally integrated throughout this article:
- Customer Service Mandarin Support
- Digital Asset Exchange Jobs
- Cryptocurrency Customer Support
- Bilingual Customer Service Role
- OKX Career Opportunities
- Blockchain Customer Service
- Remote-Friendly Crypto Jobs
- Malaysia-Based Digital Finance Roles
These terms reflect common search queries from professionals seeking roles at the intersection of language skills, customer service, and blockchain technology.
Frequently Asked Questions (FAQ)
Q: Is prior experience in cryptocurrency required?
A: While direct experience in digital assets is beneficial, it is not mandatory. The company provides comprehensive training to help new hires understand the platform and industry.
Q: Are there opportunities for remote work?
A: This is an on-site position located at Tun Razak Exchange (TRX), Kuala Lumpur. Remote work is not currently offered for this role.
Q: What are the shift schedules like?
A: The role involves rotating shifts, including evenings, weekends, and public holidays, to ensure 24/7 customer support coverage.
Q: Can non-Malaysian citizens apply?
A: Yes, international applicants are welcome. However, candidates must have the legal right to work in Malaysia.
Q: How long does the hiring process take?
A: The recruitment process typically includes an initial screening, language assessment, technical interview, and final review — usually completed within 2–3 weeks.
Q: Is there room for career progression?
A: Absolutely. The company emphasizes internal growth, offering clear promotion paths into supervisory, training, or specialized support roles.
👉 Start your journey in one of the most innovative sectors today.