About the company
About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.
Job Summary
What You’ll Be Doing:
📍Attend to all disputes/inquiries/issues from global customers through multiple supported channels, e.g.: email, LiveChat, etc. 📍Handle customer disputes and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and store in the designated location. 📍Investigate each chargeback/fraud claim by customer, and provide analysis of loss trends. Detect fraud by analyzing customers’ trading and behavioural patterns and diligently report any suspicious account to prevent any loss. 📍Liaise with both internal & external stakeholders, e.g.: product team, marketing team, etc. to handle complaints and feedback related to our products and services, e.g.: website, platforms, etc. 📍Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers. 📍Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.
What We Look For In You:
📍Diploma in business, finance, or a related field. 📍Minimum 2 years of experience related to disputes, fraud, chargeback, or payment experience in the banking, financial, and/or fintech sector. 📍Excellent verbal and written in the English language. Multilingual in writing and speaking would be a plus. 📍Willing to work according to a rotational schedule to support 24x7 operations. 📍Strong people skills: Ability to navigate difficult situations and maintain composure under pressure. 📍Solution mindset: Passionate in finding the right solution(s) for the customer, and resolving the issue by overcoming obstacles; good cost-efficient decision making. 📍Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.
