Senior Agent, Customer Service (Italian Speaker) (Crypto)

TL;DR

Senior Agent, Customer Service (Crypto): Managing real-time customer inquiries and issues for a leading crypto exchange with an accent on multilingual support and high-quality service. Focus on resolving complex user problems through chat and email, collaborating with product teams to improve services, and ensuring a seamless user experience in Italian and English.

Location: Hybrid (Budapest, Hungary)

Company

OKX is a leading crypto exchange and developer of the OKX Wallet, providing millions of users access to crypto trading and decentralized applications (dApps).

What you will do

• Handle global customer inquiries via email, chat, and voice channels.
• Collaborate with product and marketing teams to address feedback and complaints regarding platforms and services.
• Maintain deep knowledge of company products to provide accurate support in the customer's preferred language.
• Build and nurture relationships with company partners and external stakeholders.
• Escalate unresolved issues to Level 2 support or supervisors according to standard procedures.

Requirements

• Must be based in Budapest, Hungary for a hybrid work arrangement.
• High proficiency in Italian and English (both spoken and written).
• 2+ years of experience in language-related roles, such as translation, interpretation, or localization.
• Diploma in finance, customer service, linguistics, crypto-related studies, or a related field.
• Willingness to work according to a schedule supporting 24/7 operations.
• Strong problem-solving mindset and ability to remain composed under pressure.

Nice to have

• Familiarity with cryptocurrency and the fintech industry.
• Working knowledge of CRM tools, specifically Zendesk.
• Proficiency with MacOS, Lark, Microsoft Office, and G-Suite.

Culture & Benefits

• Competitive remuneration package and yearly performance bonuses.
• Excellent growth and promotion prospects with mentoring and training programs.
• Employee engagement, recognition, and appreciation programs.
• Multinational working environment with interaction across various cultures and nations.