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

OKX Technology Services Pte. Ltd.

Job Overview

Location

Ukraine (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Join OKX, a trailblazing force in the cryptocurrency and blockchain space, as a Senior Agent for Customer Service. We are at the forefront of innovation, empowering millions with access to crypto trading, decentralized applications (dApps), and robust institutional-grade services. Our commitment to security and reliability is underscored by our Proof of Reserves, ensuring trust and transparency for our global user base.
• At OKX, we foster a culture defined by our core principles: 'We Before Me,' 'Do the Right Thing,' and 'Get Things Done.' These values are the bedrock of our operations, guiding our interactions and shaping a collaborative, rewarding, and inclusive environment for all our employees, known as OK-ers.
• As a Senior Agent, Customer Service (Russian Speaker), you will be the primary point of contact for our diverse global clientele, addressing their inquiries and resolving issues with speed, professionalism, and empathy. Your role is crucial in maintaining the high standards of customer satisfaction that OKX is known for.
• You will engage with customers in real-time through live chat, providing swift and accurate responses. Your ability to communicate clearly and courteously will be paramount in ensuring a positive customer experience.
• Beyond immediate chat support, you will also be responsible for following up on help requests via email, ensuring that all customer concerns are thoroughly addressed and documented.
• A key aspect of this role involves collaborating with various internal and external stakeholders. You will work closely with product managers, marketing teams, and other departments to gather feedback, address complaints, and contribute to the continuous improvement of our websites, products, platforms, and services.
• Maintaining an in-depth understanding of OKX's extensive product suite is essential. This knowledge will enable you to effectively communicate complex information to customers in their preferred language, ensuring they feel supported and informed.
• You will play a vital role in establishing and nurturing strong relationships with our company partners and other external stakeholders, acting as a knowledgeable and reliable representative of OKX.
• When customer issues cannot be resolved through standard procedures, you will expertly escalate these queries or unresolved issues to Level 2 support or supervisors, as directed by operations management. This ensures that complex problems are handled by the appropriate specialists.
• This position requires a proactive and adaptable individual who can thrive in a fast-paced, dynamic environment. You will be expected to deliver multilingual support, demonstrating your linguistic versatility and problem-solving capabilities.
• Your dedication to linguistic excellence will be key, as you navigate challenging communication scenarios and maintain composure under pressure, ensuring that language barriers do not impede effective customer service.
• We are looking for individuals with a strong problem-solving mindset, committed to finding the optimal linguistic solutions for our customers, overcoming communication hurdles, and making sound, cost-efficient decisions.
• Excellent time management skills are critical, allowing you to efficiently handle multiple multilingual tasks simultaneously while meeting service level agreements.
• As a quick learner, you will readily grasp new linguistic concepts and adapt to the evolving language needs of our global customer base, staying ahead of trends and user expectations.
• This role offers a unique opportunity to be part of a leading global fintech company, contributing directly to customer success and the overall growth of OKX. You will be instrumental in shaping the customer experience for a rapidly expanding user base in the exciting world of cryptocurrency.
• You will be working remotely from Ukraine initially, with the understanding that relocation to Kuala Lumpur, Malaysia, will be a requirement, and an Employment Pass will be provided to facilitate this transition.
• Embrace the opportunity to grow your career within a multinational environment, interacting with a diverse team and contributing to a company that is shaping the future of finance.

🎯 Requirements

• Fluency in Russian and English (both spoken and written) is essential, along with a high level of proficiency in English.
• A minimum of 2 years of experience in language-related roles, such as translation, interpretation, or localization.
• Willingness to relocate to Kuala Lumpur, Malaysia, and work onsite.
• Ability to work independently in a fast-paced environment and deliver multilingual support.

🏖️ Benefits

• Competitive remuneration package including basic salary and a yearly bonus.
• Meal Allowance up to RM 500/month.
• Monthly team building activities.
• RM 3500 in annual benefits covering training, wellness, and flexible options.
• Convenient workplace location in Kuala Lumpur (5 minutes walk from MRT TRX).

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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