Senior Agent, Customer Service (Italian Speaker)
Job Summary
Job Description
As a Senior Agent, Customer Service (Italian Speaker), you will be responsible for providing exceptional customer support to global users of OKX's cryptocurrency exchange platform. You will handle inquiries and issues through various channels, including email, chat, voice, and social media, ensuring prompt and professional communication. You will also need to collaborate with internal and external stakeholders, such as product managers and the marketing team, to address complaints and feedback. You will play a crucial role in building strong relationships with customers, partners, and stakeholders while contributing to the overall success of OKX's customer service operations.
Must have:
- Diploma or above
- 2+ years of experience
- Excellent English and Italian
- Independent work
- 24x7 operations support
- Strong people skills
- Solutions-oriented
- Time management skills
- Quick learner
Good to have:
- CRM tools knowledge (Zendesk)
- Crypto/Finance industry experience
- Global team collaboration
- MS Office, Outlook, Internet Explorer
- Call center experience
Perks:
- Competitive remuneration package
- Yearly Performance Bonus
- Growth and promotion opportunities
- Skill development, mentoring, and training
- Employee engagement and recognition
- Multinational working environment
3 skills required
Job Details
Who We Are
At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.
We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.
About this job:
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:
- Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media.
- Liaising with both internal & external stakeholder 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 and as advised by the operations management, which cannot be completed within the agreed procedures.
What We Look For In You:
- Diploma from college or above, related to any major.
- A minimum of 2 years' experience as a social media agent, customer service, or a similar role.
- Excellent command of spoken and written English AND Italian.
- 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 Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making.
- Excellent time management: ability to multi-task to solve issue for Customers, while managing time.
- Quick learner: ability to ramp up quickly 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 experience is preferred.
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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