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Analyst, Customer Service Operations Position in Kuala Lumpur - NEAR


Job description

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps).

OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets.

We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done.

These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What Do We Expect From You

As a Customer Service Analyst reporting to a Manager, you will play a key role in ensuring smooth and data-driven operations in Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts.

You will analyze patterns in customer interactions, detect emerging issues, and transform operational data into actionable insights that drive strategic decisions.

Working cross-functionally, you will support continuous improvement and enable scalable service excellence across the organization.

Key Responsibilities

  • Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues.

  • Derive clear and actionable recommendations from insights that support operational effectiveness and business decisions.

  • Leverage tools to investigate anomalies or spikes in customer service metrics; formulate hypotheses and document findings to inform service recovery plans, process enhancements, and issue prevention.

  • Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience.

  • Partner closely with team leads, frontline agents, and the Operations Intelligence function to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.

Qualifications

Required

  • Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field
  • 1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments
  • Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau)
  • Strong analytical and critical thinking skills with a data-driven mindset
  • Effective communication skills to distill complex information into simple, compelling narratives
  • Collaborative, solutions-oriented attitude with a passion for continuous improvement

Preferred

  • Familiarity with Zendesk, Salesforce, or other CRM/ticketing platforms
  • Exposure to risk operations, payment issues, or fraud detection processes
  • Knowledge of Lean Six Sigma or continuous improvement frameworks

Perks & Benefits

  • Competitive remuneration package (Basic Salary + Yearly Bonus).

  • Meal Allowance up to RM 500/month
  • Monthly Team Building
  • RM 2500 Benefits per annum (Training & Wellness)
  • Convenient workplace (5 minutes walk from MRT TRX ).

  • 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.

#LI-ZF1

#LI-ONSITE

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Required Skill Profession

Management & Operations


  • Job Details

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at NEAR adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Malaysia laws and regulations

What Is the Average Salary Range for Analyst, Customer Service Operations Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Kuala Lumpur. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Analyst, Customer Service Operations?

Key qualifications for Analyst, Customer Service Operations typically include Management & Operations and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

How Can I Improve My Chances of Getting Hired for Analyst, Customer Service Operations?

To improve your chances of getting hired for Analyst, Customer Service Operations, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

Interview Tips for Analyst, Customer Service Operations Job Success

NEAR interview tips for Analyst, Customer Service Operations

Here are some tips to help you prepare for and ace your Analyst, Customer Service Operations job interview:

Before the Interview:

Research: Learn about the NEAR's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

Be Positive: Focus on your strengths and accomplishments.

Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Analyst, Customer Service Operations interview at NEAR, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the NEAR's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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