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. Binance is looking for an experienced Customer Support representatives to set up and expand our customer support operations. Customer Support is extremely important for us and we aim to create a platform where our users are well supported with excellent quality, fast response time and accurate information. Support is via a live chat and phone, and will include but not limited to customer queries, complaints, and identification approval process for our world-class cryptocurrency exchange platform. The best Customer Service Representatives are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. Customer Support representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our Customer Service Representatives can gather it for us. Problem-solving also comes naturally to customer care specialists. They're confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem. Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.
Responsibilities
Handle high amounts of live chat and phone calls
Identify and evaluate customers’ needs to deliver satisfaction
Provide accurate, valid and comprehensive information
Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Requirements
1+ years experience of proven customer facing experience or experience as a customer service representative
Fluent in English and German
Willing to work weekends and irregular hours which will include night shifts
Strong ability in using IT for professional use and can handle somewhat technical queries from customers
Exceptional written communication skill and a good listener
Ability to multi-task, prioritise, and control time effectively
Knowledge of the cryptocurrency/blockchain field is a big plus
