Senior Agent, Customer Service (German Speaker)

Interacts with customers to address their inquiries and problems in real-time. Quick responses through live chat and professional, courteous customer service are among your duties. Additionally, following up on help requests usually requires email communication as part of your tasks.

• →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.

• A Diploma in finance, customer service & relations, linguistics, crypto-related studies, or a related field.
• At least 1-2 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 language proficiency.
• Ability to work independently in a fast-paced environment and deliver multilingual support.
• Availability to work a Monday–Friday, 9:00–18:00 schedule. Please note: business needs may evolve, and future adjustments to working hours may be required.

   
• 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.

• 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.