Senior Customer Experience Professional

2 days ago


Fatih, Istanbul, Turkey OKXhas Full time

At OKX, we believe in empowering our customers with exceptional support.

Senior Agent, Customer Service

We are seeking a highly skilled and multilingual Senior Agent to join our Customer Service team. As a key member of our operations team, you will be responsible for providing world-class customer support to our global clientele.

Your primary responsibilities will include:

  • Handling inquiries and issues from customers through various channels, including email, chat, and voice.
  • Collaborating with internal stakeholders to address complaints and feedback related to our products and services.
  • Maintaining a strong understanding of our company's offerings to effectively communicate with customers in their preferred language.
  • Escalating any unresolved issues to Level 2/Supervisors as directed by the operations management.

To be successful in this role, you will require:

  • A Diploma in finance, customer service & relations, linguistics, 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 Turkish and English.
  • Ability to work independently in a fast-paced environment and deliver multilingual support.
  • 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.

Beyond your technical skills, you will also bring:

  • 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 choose OKX?

  • 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.

About Us

OKX is a leading crypto exchange and a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Our core principles drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

What You'll Be Doing

  • Providing top-notch customer support across multiple languages and channels.
  • Collaborating with internal teams to resolve customer complaints and feedback.
  • Maintaining expertise on our company's products and services.
  • Elevating complex customer issues to senior-level support.

Required Skills and Qualifications

  • Diploma in relevant field (finance, customer service, linguistics, etc.)
  • Minimum 2 years of language-related experience (translation, interpretation, localization)
  • Fluency in Turkish and English (spoken and written)
  • Independent work style with excellent time management
  • Strong problem-solving skills and quick learning abilities

Benefits

  • Competitive compensation package
  • Annual performance-based bonuses
  • Growth opportunities and professional development support
  • Employee recognition and appreciation programs
  • Dynamic multinational work environment


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