Senior Agent, Customer Service (English)

10 Hours ago • 2 Years +

Job Summary

Job Description

As a Senior Agent, Customer Service, you will handle customer inquiries and issues across multiple channels, including email, chat, and voice. You will liaise with internal and external stakeholders, such as product managers and the marketing team, to address complaints and feedback. You will maintain a strong knowledge of company products, build relationships with partners, and escalate unresolved issues. This role requires excellent English communication skills, customer service experience, and the ability to work in a fast-paced environment. The candidate should have strong people skills, a solutions-oriented mindset, and excellent time management abilities.

Must have:

2+ years of customer service experience
Excellent spoken and written English
Ability to work independently
Ability to work according to given schedule
Strong people skills

Good to have:

Working knowledge of CRM tools like Zendesk
Familiarity with crypto/finance industry
Experience working with global teams
Basic computer knowledge
Call center customer service experience

Perks:

Competitive remuneration package
Training & Wellness
Prospects for growth and promotion
Employee engagement and recognition program
Multinational working environment
Hybrid work environment

3 skills required

3 skills required for this role

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timeline-management

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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.

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