Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 230 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Join Binance's Customer Service team and be a part of a client-facing business where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.
Responsibilities
As the frontline of the P2P market, you and the team will arbitrate customer disputes professionallyInvestigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activityCreate a culture and processes which achieve the business goals and objectives with regards to customer serviceUse Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peersAct as the Voice of the Customer across the organizationIdentify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunitiesMake sure customer and complainant surveys are carried out continuously in order to produce timely and up-to-date information about customer experience across all areas of the businessEnsure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized Requirements
1+ years experience of proven customer facing experience or experience as a customer service representativeStrong ability in using IT for professional use and can handle somewhat technical queries from customersExceptional written communication skill and a good listenerAbility to multitask, prioritise, and control time effectivelyKnowledge of blockchain, crypto, and P2P payments is advantageous Willing to work weekends and irregular hours which will include night shiftsA Binance P2P user is highly preferredFluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
