Senior Agent, Customer Service (Portuguese Speaker)

4 Months ago • 2 Years +

Customer Service

Job Description

As a Senior Agent, Customer Service (Portuguese Speaker), you will handle customer inquiries and resolve issues in multiple languages via email, chat, and voice. You will collaborate with internal and external stakeholders to address complaints related to websites, products, and services. You will also maintain a strong understanding of company products to effectively communicate with customers. You will escalate unresolved issues to supervisors. This role requires excellent communication, problem-solving, and time management skills, alongside a willingness to work in a 24/7 environment. You will be required to work in a fast-paced environment.

Good To Have:

Familiarity with cryptocurrency or finance-technology.
Working knowledge of CRM tools (e.g., Zendesk).
Basic computer knowledge (MacOS, Lark, Microsoft Office, G-Suite).

Must Have:

2+ years of experience in language-related roles.
Proficiency in Portuguese and English.
Ability to work independently and support multilingual tasks.
Strong interpersonal and problem-solving skills.

Perks:

Competitive remuneration package.
Learning & Development fund.
Fitness fund.
Monthly team building fund.
Meal voucher.
Transportation allowance.
Annual leave (30 days after one year of service).
Yearly bonus.
Private health insurance, dental & life insurance.
Opportunities for skill development and growth.
Employee engagement and recognition programs.

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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 Technical Degree and/or above 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.

Benefits & Perks:

Competitive remuneration package (Base Salary + Shift Allowance)
Learning & Development fund
Fitness fund
Monthly team building fund
Meal voucher
Transportation allowance
Annual leave (30 days after one year of service)
Yearly bonus
Private health insurance, dental & life insurance
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