Senior Agent, Customer Service (Russian Speaker) - Based in Kuala Lumpur, Malaysia

P2P; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading cryptocurrency exchange in Kuala Lumpur is seeking a Senior Agent, Customer Service (Russian Speaker) to handle customer inquiries across multiple channels. This role demands 2+ years of experience in related roles, with excellent interpersonal skills and a proactive problem-solving mindset. Join a multinational team in a rewarding environment with growth prospects and benefits.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Monthly team building

Training and wellness benefits

Employee engagement programs

Qualifications

• At least 2 years of experience in language-related roles.
• Proficiency in both spoken and written languages relevant to the job.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Handle inquiries and issues from global customers.
• Collaborate with product managers and marketing to address complaints.
• Establish and nurture strong relationships with partners.

Skills

Multilingual support

Strong interpersonal skills

Problem-solving mindset

Time management

Education

Diploma in finance, customer service, linguistics, or related field

Tools

CRM tools (e.g., Zendesk)

Microsoft Office

Job description

Senior Agent, Customer Service (Russian Speaker) - Based in Kuala Lumpur, Malaysia

Who We Are

OKX is a leading crypto exchange and the developer of OKX Wallet, providing millions access to crypto trading and decentralized applications. We are backed by our Proof of Reserves and operate across multiple offices globally. Our culture is guided by the values: We Before Me, Do the Right Thing, and Get Things Done, fostering a friendly, rewarding, and diverse environment for OKX-ers.

About this job:

Interacts with customers to address inquiries and problems in real-time. Provides quick responses via live chat and professional, courteous customer service. Follow-up on help requests usually requires email communication.

What You’ll Be Doing

• Handle inquiries and issues from global customers in multiple languages through email, chat, and voice channels.
• Collaborate with internal and external stakeholders, including product managers and the marketing team, to address complaints and feedback related to websites, products, platforms, and services.
• Maintain a strong understanding of company products to effectively communicate with customers in their preferred language.
• Establish and nurture strong relationships with company partners and external stakeholders.
• Escalate unresolved queries to Level 2/Supervisors as directed when they cannot 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, with a high level of English proficiency.
• Ability to work independently in a fast-paced environment and deliver multilingual support.
• Willingness to work according to a schedule that supports 24x7 language-related operations.
• Strong interpersonal skills and the ability to navigate challenging language situations and remain composed under pressure.
• Problem-solving mindset to find linguistic solutions for customers, overcome language barriers, and make cost-efficient decisions.
• Excellent time management to handle multilingual tasks effectively while managing time efficiently.
• Quick learner with the ability to grasp new linguistic concepts and adapt to evolving customer language needs.

Nice to Haves

• Familiarity with cryptocurrency and/or finance-technology industries.
• Working knowledge of CRM tools, such as Zendesk.
• Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite.
• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal allowance up to RM 500/month; monthly team building; RM 3500 benefits per annum (training, wellness & flexi benefits).
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion with training and mentoring opportunities.
• Employee engagement, recognition and appreciation programs.
• Multinational working environment with diverse colleagues.
• Employment Pass will be provided.

Information collected and processed as part of the recruitment process is subject to OKX's Candidate Privacy Notice.

Info: This job description does not constitute a contract of employment and may be modified at any time.