Senior Agent, Customer Service (Multi-Lingual)

As a Senior Agent in Customer Service at OKX, you handle inquiries and issues from global customers in real-time across multiple channels. You work in a multilingual environment, supporting OKX's crypto exchange platform, OKX Wallet, and related services for millions of users and hundreds of institutions worldwide.

What you'll do

• Handle inquiries and issues from global customers in multiple languages through email, chat, and voice
• Collaborate 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
• Maintain a strong understanding of OKX products to communicate effectively with customers in their preferred language
• Establish and nurture strong relationships with company partners and external stakeholders
• Escalate unresolved queries and issues to Level 2 supervisors as directed by operations management

What you bring

• A diploma in finance, customer service and 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 English and at least one European language (French, Spanish, Portuguese, Polish, German, or similar)
• 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 and the ability to navigate challenging language situations while remaining composed under pressure
• Problem-solving mindset with dedication to finding linguistic solutions for customers and overcoming language barriers
• Excellent time management and the ability to handle multilingual tasks effectively
• Quick learner who can grasp new linguistic concepts and adapt to evolving customer language needs

Nice to have

• Familiarity with cryptocurrency and/or fintech industry
• Working knowledge of CRM tools such as Zendesk
• Basic computer knowledge including MacOS, Lark, Microsoft Office, and G-Suite

What we offer

• Competitive total compensation package
• Learning and development programs and education subsidy for your growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for you and your dependents
• Hybrid work arrangement

About OKX

OKX is a leading crypto exchange and developer of OKX Wallet, giving millions access to crypto trading and decentralized applications. OKX is trusted by hundreds of large institutions seeking crypto market access and is backed by Proof of Reserves. Part of OKG, a blockchain group operating OKX, OKX Wallet, OKLink, and other products globally.