Senior Customer Service Agent

Summary

Join OKX, a leading crypto exchange, and contribute to a global team reshaping the future of finance. As a multilingual customer support specialist, you will handle inquiries and issues from customers worldwide via various channels. You will collaborate with internal and external stakeholders to address complaints and feedback. Maintaining a strong understanding of OKX products and building relationships with partners is crucial. This role requires proficiency in multiple languages and strong problem-solving skills. OKX offers a competitive remuneration package, including a training and wellness benefit, team building activities, yearly bonuses, remote work options, and excellent growth opportunities.

Requirements

• Possess a Diploma in finance, customer service & relations, linguistics, crypto-related studies, or a related field
• Have at least 2 years of experience in language-related roles, including translation, interpretation, or localization
• Demonstrate proficiency in both spoken and written language relevant to the job, along with a high level of English language proficiency
• Be able to work independently in a fast-paced environment and deliver multilingual support
• Be willing to work according to a given schedule to support 24x7 language-related operations
• Possess strong interpersonal skills: the ability to navigate challenging language situations and remain composed under pressure
• Have a problem-solving mindset: a dedication to finding the right linguistic solutions for customers, overcoming language barriers, and making cost-efficient decisions
• Demonstrate excellent time management: the ability to handle multilingual tasks effectively while managing time efficiently
• Be a quick learner: the ability to quickly grasp new linguistic concepts and adapt to the evolving language needs of customers

Responsibilities

• Handle inquiries and issues from global customers in multiple languages through various channels, including email, chat, and voice
• Collaborate with internal and external stakeholders, such as product managers and the marketing team, to address complaints and feedback related to websites, products, platforms, and services, etc
• Maintain a strong understanding of company products to effectively communicate with customers in their preferred language
• Establish and nurture strong relationships with company partners and external stakeholders
• Escalate any queries or unresolved issues to Level 2/Supervisors as directed by the operations management when they can not be resolved within standard procedures

Preferred Qualifications

• Have familiarity with cryptocurrency and/or finance-technology industry
• Possess working knowledge of CRM tools, such as Zendesk
• Have basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite

Benefits

• Competitive remuneration package (Basic Salary + Shift Allowance)
• USD 1,750 training & wellness benefits per annum
• Monthly team building
• Yearly bonus
• Work remotely
• 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