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Senior Agent, Customer Service (Multi-Lingual)
at OKX
JuniorNo visa sponsorshipOther
Posted 14 hours ago
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**Senior Agent, Customer Service (Multi-Lingual) - Expert multi-language support, managing escalations,$data artefacts;w2.5(w{)14{S1 / 0}using Zendesk, Qualtrics, and related tools, leveraging 5+ years of customer service experience. Manage a team of agents, improve processes and KPIs, drive customer satisfaction in multilingual environments.**
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.
About the Opportunity
Interacts with customers to address their inquiries and problems in real-time. Quick responses through live chat and professional, courteous customer service are among your duties. Additionally, following up on help requests usually requires email communication as part of your tasks.
What You’ll Be Doing
- Handling inquiries and issues from global customers in multiple languages through various channels, including email, chat, and voice.
- Collaborating 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.
- Maintaining a strong understanding of company products to effectively communicate with customers in their preferred language.
- Establishing and nurturing strong relationships with company partners and external stakeholders.
- Escalating any queries or unresolved issues to Level 2/Supervisors as directed by the operations management when they can not be resolved within standard procedures
What We Look For In You
- A Diploma in finance, customer service & relations, linguistics, crypto-related studies, or a related field.
- At least 2 years of experience in language-related roles, including translation, interpretation, or localization.
- Proficiency in both spoken and written language relevant to the job, along with a high level of English & another European (French, Spanish, Portugese, Polish, German etc.) language proficiency.
- Ability to work independently in a fast-paced environment and deliver multilingual support.
- Willingness to work according to a given schedule to support 24x7 language-related operations.
- Strong interpersonal skills: the ability to navigate challenging language situations and remain composed under pressure.
- Problem-solving mindset: a dedication to finding the right linguistic solutions for customers, overcoming language barriers, and making cost-efficient decisions.
- Excellent time management: the ability to handle multilingual tasks effectively while managing time efficiently.
- Quick learner: the ability to quickly grasp new linguistic concepts and adapt to the evolving language needs of customers
Nice to Haves
- Familiarity with cryptocurrency and/or finance-technology industry.
- Working knowledge of CRM tools, such as Zendesk.
- Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite
Perks & 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
- More that we love to tell you along the process!
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