Customer Service Representative (Croatian & English)
Binance is a renowned global blockchain ecosystem responsible for the world's largest cryptocurrency exchange by trading volume and users. Trusted by millions worldwide, we prioritize industry-leading security, transparent user fund management, fast trading engine speed, deep liquidity, and a diversified range of digital-asset products. Our offerings expand across trading, finance, education, research, payments, institutional services, Web3 features, and more, harnessing digital assets and blockchain power to foster inclusive financial ecosystems worldwide.
Join our Customer Service team at Binance, contributing to a customer-centric business segment where exceptional support stands as a priority. We aspire to establish a platform that delivers superior assistance, fostering quick responses and precise information delivery. Support is provided via ticketing systems and live chat, managing customer inquiries, complaints, and ID verification for our top-tier cryptocurrency exchange platform. We are in search of empathetic, communicative, and problem-solving individuals to champion for our customers, gathering valuable feedback while upholding top-notch service standards and maximizing customer satisfaction.
Responsibilities:
- Manage high volumes of live chat and support tickets in designated language queues
- Assess and meet customer needs promptly to provide satisfaction and resolution
- Offer precise, valid information on platform features, products, and processes
- Handle complaints, offer appropriate solutions promptly, and ensure follow-up for resolutions
- Adhere to communication procedures, guidelines, and company policies
- Aid in feedback collection for workflow and product enhancements, including AI bot performance, SOPs, and internal tool improvements
- Engage in the validation and testing of AI bots, automation workflows, tools, and SOPs as necessary
- Demonstrate exceptional customer engagement to deliver a quality experience
- Undertake additional tasks as assigned by team leaders
Requirements:
- 1+ years of customer-facing experience or as a customer service representative
- Proficiency in IT and the ability to manage moderately technical customer queries
- Strong written communication skills and active listening capability
- Efficient multitasking, prioritization, and time management skills
- Basic knowledge of AI concepts and familiarity with AI-powered tools or chatbots (mandatory)
- Experience in bot validation, testing, or SOP/tool quality review is advantageous
- Knowledge of the cryptocurrency/blockchain field is preferred
- Fluency in English and Croatian
- Willingness to work weekends and irregular hours, including night shifts
Binance offers:
- Opportunity to shape the future with a leading blockchain ecosystem
- Collaboration with top-tier talent in a global, user-centric organization
- Engagement in unique, fast-paced projects with autonomy within an innovative setting
- Opportunity for career growth, continuous learning, and a results-oriented workplace
- Competitive salary and company benefits
- Remote work arrangement, subject to consideration based on business team requirements
Binance upholds equal opportunity employment and values diversity within its workforce. By applying, you acknowledge compliance with our Candidate Privacy Notice. AI tools may support parts of the hiring process, enhancing but not replacing human judgment in final hiring decisions. For further data processing details, feel free to reach out.
