Junior Account Manager

Summary

Join OKX, a leading crypto exchange, as a Junior Account Manager! You will provide exceptional customer service to institutional clients, leveraging your operational and technical expertise. Responsibilities include handling client inquiries, resolving issues, building relationships, and collaborating with cross-functional teams. This role requires strong communication, problem-solving, and data-analytical skills. Proactiveness, adaptability, and a customer-centric mindset are essential. This position offers excellent growth opportunities to become a Senior Account Manager and comes with a competitive compensation package and various benefits.

Requirements

• Exceptional Communication Skills: Seamlessly navigate between written and verbal communication channels, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity. Proficiency in English as working language and preferably an additional language to converse with our diverse client-base
• Proactiveness & Learning Agility: Proactively absorb and assimilate new pieces of information to carry out tasks independently. Understand, evaluate and contextualise product-driven information, commercial awareness or feature requests
• Relentless Attitude and Critical Thinking: Understand the core of any issue and tackle through to resolution to deliver the optimal client experience
• Customer-Centric Mindset: Possess a strong commitment to providing unparalleled support to our clients, including prompt responses and delivering accurate, valid, and comprehensive information
• Willing to commit to working on a shift schedule, and including weekends at times but not exceeding 5 days per week

Responsibilities

• Work closely with Senior Account Managers to support clients, leveraging your operational and technical expertise to proactively anticipate, determine and recommend solutions to meet clients' needs and/or resolving issues surrounding the platform and products we offer
• Handle a high volume of client enquiries and attend calls as and when required
• Provide exceptional support to clients by ensuring timely responses and delivering accurate, valid, and comprehensive information
• Resolve time sensitive client service issues, including complex queries such as API, product, liquidity or account-related matters. All in an efficient and timely manner
• Build strong relationships with our existing institutional clients and drive revenue through thorough understanding of our platform and the products and services we offer
• Notify clients about major upcoming changes to products and features
• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points
• Take responsibility for organising, taking meeting notes and following up with stakeholders
• Provide rotational weekend and holiday coverage as and when needed

Preferred Qualifications

• Data-Analytical Expertise: Experience with conducting data analysis, dashboard development and experience managing large data sets would be advantageous. Similarly, proficiency in SQL or Python would be a plus
• Problem-Solving Attitude: Demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively regarding customer issues from account-related inquiries to API concerns
• Adaptability and Teamwork: Adapt to evolving processes and collaborate effectively with team members to deliver exceptional customer service consistently

Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for employees and dependants