Senior Agent, Customer Service

2 Months ago • 2 Years + • Customer Service

Job Summary

Job Description

As a Senior Agent, Customer Service, you will be responsible for handling customer inquiries and resolving issues in multiple languages, including Turkish. You will collaborate with internal and external stakeholders to address complaints and provide support for various products and services. This role requires a strong understanding of company products, excellent communication skills, and the ability to work independently in a fast-paced environment. You will also be responsible for escalating unresolved issues to supervisors. This role requires you to be available on a 24/7 schedule.
Must have:
  • 2+ years experience in language-related roles
  • Proficiency in Turkish and English
  • Ability to work independently
  • Willingness to work on a 24/7 schedule
  • Strong interpersonal skills
  • Problem-solving mindset
  • Excellent time management
  • Quick learner
Good to have:
  • 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:
  • Competitive remuneration package
  • Yearly Performance Bonus
  • Excellent prospects for growth and promotion
  • Employee engagement, recognition and appreciation program
  • Multinational working environment

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:

  • 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 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.

 

Why Join Us?

  • Competitive remuneration package
  • Yearly Performance Bonus
  • 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.

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About The Company

OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology. Our platform offers spot & derivatives trading helping traders optimize their strategy. It provides a safe, reliable and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to achieve something that changes the world and never stop to innovate and improve on our customer experience.

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