480 Service Operations jobs in Malaysia

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.

As a Data Analyst for Customer Service Operations reporting to a Manager, you will play a key role in ensuring smooth and data-driven operations in Global Business Services (GBS), focusing on Customer Service Operations, 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.

Monitor and analyze customer contact and customer service operations data on a regular basis to identify trends, patterns, and emerging issues.

Analyst insights into derive clear and actionable recommendations 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 cross-functional stakeholders to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.

Required

Bachelor’s degree in Data Analytics, Computer Science, Statistics, or a related field

3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments

Proficiency in SQL, Python and Data Visualisation (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

• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 3500 Benefits per annum (Training, Wellness & Flexible Benefits)
• Convenient workplace (5 minutes walk fromMRT 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

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Education

School Select.

Degree Select.

Start date year

End date year

Are you legally authorized to work in the advertised location for this role without requiring a work visa, now or in the future? * Select.

Do you have experience supporting Global/Regional Business Service Centers with functions like Customer Service operations? * Select.

Are you proficient with SQL, Python & Data Visualisation? * Select.

Are you willing to work in 106 Exchange TRX, in Kuala Lumpur? * Select.

Are you proficient in Mandarin Chinese? * Select.

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.

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.

• 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.

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

• 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

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.

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

Analyst insights into derive clear and actionable recommendations 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.

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

• 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

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Ilham Dining Concepts

If you’re someone who lights up a room with your smile, loves creating good vibes, and thrives in a fast-paced environment — we want you on our team!

As ourFront of House Lead , you’ll be the face of our outlet. You'll be the friendly voice taking orders, the calm head during busy hours, and the reason customers come back again and again. This role is perfect for people who enjoy interacting with others, want to learn, and are ready to grow in the food & beverage industry.

What You’ll Do – A Day in Your Apron

Greet & Connect

• Welcome every guest with a warm, friendly smile and positive energy.
• Set the tone for a great customer experience the moment they walk through the door.

Take Orders Like a Pro

• Listen carefully and take orders accurately, no mix-ups on your watch!
• Input orders smoothly into the POS system, ensuring all custom requests are captured.

Serve & Suggest

• Prepare simple beverages according to our recipes and presentation standards.
• Offer suggestions to guests, whether it’s an upgrade, a must-try dish, or a combo promo in a friendly and helpful way.
• Operate the Point of Sale system confidently.
• Perform cashier tasks including handling payments, processing refunds, and opening/closing duties.

Customer Support & Menu Guidance

• Assist guests with questions about the menu, ingredients, dietary needs, or anything else.
• Handle simple complaints or concerns with professionalism and empathy.
• Always aim toturn a good experience into a great one .

Keep Things Sparkling

• Maintain a clean, organized, and well-stocked front area.
• Regularly sanitize counters, self-service stations, and guest areas.

Be a Team Player

• Support your teammates whether it's restocking, jumping on cashier, or helping prep.
• Work together to keep service flowing smoothly, especially during rush hours.

What We’re Looking For

• Acheerful, enthusiastic personality who enjoys being around people
• Excellentcommunication skills – both listening and speaking clearly
• A natural atbuilding rapport with customers and making them feel welcome
• Quick on your feet and able to multitask without getting flustered
• Team player mentality – we work together, not in silos
• Comfortable using a POS system (training will be provided)
• Willingness tolearn, follow SOPs , and maintain high standards

What You’ll Get in Return

• Free staff meals every shift
• Training provided
• Supportive & friendly team culture – we celebrate wins together
• Opportunities for growth
• Staff discounts & performance rewards

Who This Role Is Perfect For

• Anyone who enjoys working with people and thrives in a social, energetic environment
• People looking to build a career in hospitality, customer service, or F&B
• Those who want a job that’s more than just clocking in and out –you’ll be part of something fun, fast, and fulfilling

• Seniority level Entry level

• Employment type Full-time
• Industries Food and Beverage Services

Referrals increase your chances of interviewing at Ilham Dining Concepts by 2x

Get notified about new Service Supervisor jobs in Federal Territory of Kuala Lumpur, Malaysia .

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 7 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 52 minutes ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 21 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Bangsar South, Federal Territory of Kuala Lumpur, Malaysia 21 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 21 hours ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 7 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months ago

Bangsar South, Federal Territory of Kuala Lumpur, Malaysia 21 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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.

As a Analyst for Customer Service Analytics 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.

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

Analyst insights into derive clear and actionable recommendations 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.

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

• 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 fromMRT 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

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Education

School Select.

Degree Select.

Start date year

End date year

Are you legally authorized to work in the advertised location for this role without requiring a work visa, now or in the future? * Select.

Are you willing to work in 106 Exchange TRX, in Kuala Lumpur? * Select.

What is your highest completed Education level? * Select.

Are you proficient in Mandarin Chinese? * Select.

LinkedIn Profile

Do you have a background in data analytics, with over 1 year of experience of SQL/noSQL and data visualisation (PowerBI, Tableau or similar) experience? * Select.

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 Senior Analyst, Customer Service Operations reporting to a Manager, you will take end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. With minimal supervision, you will independently identify key operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. You will mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.

Independent Analytics Ownership : Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.

Advanced Trend & Root Cause Analysis : Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.

Strategic Reporting & Storytelling : Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.

Process Leadership & Improvement : Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.

Mentorship & Best Practices : Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.

Stakeholder Engagement : Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Required

Bachelor’s degree in Business Analytics, Operations Management, Statistics, Computer Science, or related field

3–5 years of hands-on experience in customer service or operations analytics within GBS, shared services, fintech, or related environments

Advanced proficiency in SQL, Excel (including macros and complex formulas), and at least one BI platform (Power BI, Tableau)

Strong analytical and critical thinking skills, with a proven ability to drive insights independently

Excellent communication and presentation skills, capable of engaging executive audiences

Demonstrated leadership in cross-functional collaboration and project execution

Preferred

Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)

Background in customer service, payment risk operations, fraud detection, or compliance analytics

Knowledge of statistical modeling, machine learning concepts, or forecasting techniques

Certification in Lean Six Sigma or other continuous improvement methodologies

• Proficiency in Mandarin-Chinese.

• 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

Join to apply for the Service & Operations Executive - Kundasang, Sabah role at Alliance Bank Malaysia Berhad

Join to apply for the Service & Operations Executive - Kundasang, Sabah role at Alliance Bank Malaysia Berhad

• Responsible for processing and handling day-to-day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives.
• Responsible as relief in absent of Service & Operations Manager (SOM).
• Responsible as Chief Cashier/Relief Chief Cashier in the branch to manage daily branch’s cash holdings, balancing, loading of Self-Service-Terminals (SST) and transactions.
• Responsible for handling and supporting first line resolution of enquires and complaints.
• Support the Service & Operations Manager (SOM) in driving branch business growth, monitoring asset quality and maintaining service delivery standards.

• Seniority level Not Applicable

• Employment type Full-time

• Job function Other
• Industries Banking

Referrals increase your chances of interviewing at Alliance Bank Malaysia Berhad by 2x

Get notified about new Service Executive jobs in Ranau District, Sabah, Malaysia .

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

OKX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Specialist, Customer Service Analytics role at OKX

OKX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1 week ago Be among the first 25 applicants

Join to apply for the Specialist, Customer Service Analytics role at OKX

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.

As an Analyst for Customer Service Analytics 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.

1. Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues.
2. Derive clear and actionable recommendations from insights that support operational effectiveness and business decisions.
3. 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.
4. Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience.
5. 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.

• 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

• 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

• 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.

• Associate

• Full-time

• Other

• IT Services and IT Consulting

Responsible for processing and handling day-to-day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the bank strategic objectives.

Responsible as Chief Cashier/ Relief Chief Cashier in the branch to manage daily branch's cash holdings, balancing, loading of Self-Service-Terminals (SST) and transactions.

Responsible for handling and supporting first line resolution of enquires and complaints.

Responsible as relief in absent of Service & Operations Manager (SOM).

Job Requirements:

Customer Service Oriented

Good Communication and interpersonal skills

Minimum Diploma qualification from relevant field of study (banking, finance, etc)

Relevant experience in clerical, office administrative, cash handling function, sales or customer service

Salary match Number of applicants Skills match

Your application will include the following questions:

What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Branch Operations Executive? Do you have customer service experience?

About Alliance Bank Malaysia Berhad

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

About Alliance Bank Malaysia Berhad

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

Researching careers? Find all the information and tips you need on career advice.