Senior Agent, Customer Service
Job Summary
Job Description
As a Senior Agent in Customer Service, you will be responsible for addressing customer inquiries and resolving issues across multiple channels, including email, chat, and voice. You will collaborate with internal and external stakeholders, such as product managers and the marketing team, to handle complaints and feedback. You will also be expected to maintain a strong understanding of company products and services to effectively communicate with customers. Additionally, you will build relationships with partners, escalate unresolved issues, and adapt to a fast-paced environment. This role requires a customer-focused mindset and the ability to work in a 24/7 operational environment.
Responsibilities will include:
- Attending to customer inquiries/issues on multiple channels.
- Liaising with stakeholders to handle complaints and feedback.
- Maintaining knowledge of company products.
- Building relationships with partners.
- Escalating unresolved issues.
Must have:
- 2+ years customer service experience
- Excellent spoken and written English
- Ability to work independently in a fast-paced environment
- Willingness to work 24x7
- Strong people skills
- Solutions mindset
- Excellent time management
- Quick learner
Good to have:
- Working knowledge of CRM tools (e.g., Zendesk)
- Familiarity with crypto/finance-technology industry
- Experience working with global teams
- Basic computer knowledge (MS Office, etc.)
- Call center customer service experience
Perks:
- Competitive remuneration package
- Training & Wellness
- Excellent prospects for growth and promotion
- Employee engagement, recognition and appreciation program
- Multinational working environment
- Hybrid work environment
3 skills required
Job Details
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 You’ll Be Doing:
- Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice,
- Liaising with both internal & external stakeholders e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc.
- Maintaining a working knowledge of company products to effectively communicate with customers.
- Creating and maintaining strong relationships with company partners and external stakeholders.
- Escalate any queries or unresolved issues to Level 2/Supervisors as advised by the operations management, which cannot be completed within the agreed procedures.
What We Look For In You:
- A Diploma in finance, customer service, or a related field.
- At least 2 years of experience in customer service, or a similar role.
- Excellent command of spoken and written English with multi-language skills would be a plus.
- Ability to work independently in a fast-paced environment.
- Willingly to work according to given schedule to support 24x7 operations.
- Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
- Solutions mindset: passion to find the right solution for the Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
- Excellent time management: ability to multi-task to solve the issue for Customers, while managing time.
- Quick learner: ability to ramp up quickly on latest product/process updates and act on feedback constructively.
Nice to Haves:
- Working knowledge of CRM tools, such as Zendesk.
- Familiar with crypto/finance-technology industry
- Experience working with teams across global offices and time zones.
- Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA.
- Call center customer service-related work
Why Join Us?
- Competitive remuneration package
- Training & Wellness
- 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.
- Hybrid work environment available as part of our flexible working approach.
#LI-HYBRID
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