Customer Service Representative

Summary

Join Binance, a leading global blockchain ecosystem, as a P2P market arbitrator. You will be responsible for resolving customer disputes, investigating trading activity to prevent fraud, and improving customer service processes. This role requires strong customer service experience, excellent communication skills, and the ability to handle technical queries. Fluency in English and a native language is essential. Binance offers a competitive salary, benefits, and opportunities for career growth within a dynamic and innovative environment. The position includes a work-from-home arrangement, though this may vary depending on the team.

Requirements

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong ability in using IT for professional use and can handle somewhat technical queries from customers
• Exceptional written communication skill and a good listener
• Must be fluent in English and a native language
• Ability to multitask, prioritise, and control time effectively
• Willing to work weekends and irregular hours which will include night shifts

Responsibilities

• Arbitrate customer disputes professionally
• Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
• Create a culture and processes which achieve the business goals and objectives with regards to the customer service
• Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
• Act as the Voice of the Customer across the organization
• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Make sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business
• Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized

Preferred Qualifications

• Knowledge of blockchain, crypto, and P2P payments is a big plus
• A Binance P2P user is highly preferred

Benefits

• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)