Senior Agent, Customer Service (Russian Speaker) - Willing to relocate to Kuala Lumpur, Malaysia

OKX Technology Services Pte. Ltd.

Job Overview

Location

Azerbaijan (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• At OKX, we are at the forefront of the cryptocurrency revolution, shaping the future and empowering individuals with financial freedom. As a leading crypto exchange and the developer of the innovative OKX Wallet, we provide millions with seamless access to crypto trading and decentralized applications (dApps). Our reputation for safety and reliability is underscored by our Proof of Reserves, making us a trusted partner for hundreds of institutions seeking entry into the crypto markets.
• Our global team is united by a shared commitment to our core principles: 'We Before Me,' 'Do the Right Thing,' and 'Get Things Done.' These values are the bedrock of our culture, guiding our processes and fostering a collaborative, rewarding, and diverse environment for every member of the OKX family. OKX is proud to be part of OKG, a group dedicated to bringing the transformative power of blockchain to users worldwide through our premier products like OKX, OKX Wallet, and OKLink.
• As a Senior Agent, Customer Service (Russian Speaker), you will be the vital link between our global user base and our cutting-edge crypto platform. Your primary role will be to engage with customers in real-time, addressing their inquiries and resolving issues with speed, professionalism, and empathy. This dynamic position requires you to be adept at utilizing live chat for immediate support, ensuring every interaction is courteous and efficient.
• A significant part of your responsibility will involve following up on support requests, which often necessitates clear and professional communication via email. You will be instrumental in maintaining high levels of customer satisfaction by providing accurate information and effective solutions.
• You will handle a diverse range of inquiries and issues from a global customer base, utilizing your language skills across multiple communication channels, including email, live chat, and potentially voice support. This requires a deep understanding of customer needs and the ability to adapt your communication style accordingly.
• A key aspect of this role involves close collaboration with various internal and external stakeholders. You will work alongside product managers, marketing teams, and other departments to effectively address customer complaints and feedback concerning our websites, products, platforms, and services. Your insights will be crucial in driving continuous improvement.
• Maintaining an in-depth and up-to-date understanding of OKX's extensive product suite is paramount. This knowledge will empower you to communicate confidently and accurately with customers in their preferred language, ensuring they receive the best possible support.
• You will be tasked with establishing and nurturing strong, positive relationships with our company partners and other external stakeholders. Building trust and rapport is essential for fostering long-term collaborations and ensuring smooth operations.
• When queries or issues cannot be resolved within standard operating procedures, you will be responsible for escalating them to Level 2 support or supervisors, as directed by operations management. This ensures that complex problems are handled by the appropriate expertise, maintaining efficiency and customer satisfaction.
• This role demands a proactive and solutions-oriented approach. You will be expected to not only address immediate customer needs but also to identify opportunities for process improvements and contribute to the overall enhancement of our customer service operations.
• You will play a crucial role in ensuring that OKX remains a trusted and user-friendly platform by providing exceptional support that reflects our core values and commitment to our users' success in the crypto space.

🎯 Requirements

• Fluency in Russian (spoken and written) and a high level of proficiency in English.
• Minimum of 2 years of experience in customer-facing roles, preferably within the fintech or cryptocurrency industry.
• Ability to work independently in a fast-paced, dynamic environment and adapt to evolving customer needs.
• Willingness to work flexible hours to support 24x7 operations, including potential shifts and weekends.
• Strong interpersonal and communication skills, with the ability to remain calm and professional under pressure.
• A problem-solving mindset with a dedication to finding effective linguistic solutions and overcoming communication barriers.

🏖️ Benefits

• Competitive remuneration package including basic salary and a yearly bonus.
• Meal Allowance up to RM 500 per month.
• Monthly team-building activities to foster camaraderie and collaboration.
• RM 3500 in flexible benefits per annum, covering training, wellness, and other personal development needs.
• Convenient office location, just a 5-minute walk from MRT TRX in Kuala Lumpur.
• Excellent career growth and promotion prospects, supported by comprehensive training, mentoring, and skill development programs.
• Engaging employee recognition and appreciation programs.
• Opportunity to work in a multinational environment, interacting with diverse cultures and backgrounds.
• Relocation assistance and Employment Pass provided for successful candidates moving to Kuala Lumpur, Malaysia.

Skills & Technologies

Senior

Remote

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OKX Technology Services Pte. Ltd.

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About OKX Technology Services Pte. Ltd.

OKX operates a global cryptocurrency exchange and Web3 ecosystem headquartered in Singapore, offering spot, futures, options, and decentralized finance services. The platform supports hundreds of digital assets, staking, lending, NFT marketplaces, and its own multi-chain wallet. Founded in 2017, it serves millions of users worldwide with deep liquidity, institutional-grade custody, and compliance programs across multiple jurisdictions, while continually expanding developer tools and layer-2 infrastructure to advance open finance adoption.

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