Senior Customer Service Agent (German Speaker)

OKX is a leading crypto exchange and developer of OKX Wallet, providing millions with access to crypto trading and decentralized applications. This role involves interacting with global customers in real-time through various channels like email, chat, and voice to address inquiries and problems. Responsibilities include collaborating with internal teams to resolve feedback, maintaining product knowledge, building relationships with partners, and escalating unresolved issues. The ideal candidate will have a Diploma in a relevant field, at least 2 years of experience in language-related roles, excellent English proficiency, and strong problem-solving and time management skills to handle multilingual support in a fast-paced environment.

Must Have

• Diploma in finance, customer service, linguistics, or crypto.
• 2+ years in language-related roles (translation, interpretation, localization).
• Proficiency in job-relevant languages and high English proficiency.
• Ability to work independently and deliver multilingual support.
• Strong interpersonal skills for challenging language situations.
• Problem-solving mindset for linguistic solutions and cost-efficiency.
• Excellent time management for multilingual tasks.
• Quick learner for new linguistic concepts.

Good to Have

• Familiarity with cryptocurrency/fintech industry.
• Working knowledge of CRM tools (e.g., Zendesk).
• Basic computer knowledge (MacOS, Lark, Microsoft Office, G-Suite).

Perks & Benefits

• Competitive remuneration package
• Yearly Performance Bonus
• Excellent prospects for growth and promotion
• Assistance, skill development, mentoring, and training programs
• Employee engagement, recognition, and appreciation program
• Multinational working environment
• Hybrid work environment

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:

• 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.
• Hybrid work environment available as part of our flexible working approach