Senior Agent, Customer Service (Multi-Lingual)

Who We Are

About the Opportunity

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 & another European (French, Spanish, Portugese, Polish, German etc.) 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

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Wellness and meal allowances 
• Comprehensive healthcare schemes for employees and dependants 
• More that we love to tell you along the process!