Customer Service Representative (Dutch & English)
Company Overview:
Binance is a global blockchain ecosystem known for being the driving force behind the world’s largest cryptocurrency exchange. With a trusted user base exceeding 300 million across 100+ countries, we prioritize security, transparency, speed, liquidity, and an extensive selection of digital asset products. Our offerings span trading, finance, education, research, payments, institutional services, Web3 features, and more, all aimed at building an inclusive financial ecosystem that enhances financial access worldwide.
Role Overview:
Join our dynamic Customer Service team at Binance, where top-quality support is the core focus. As a member of this client-facing unit, you'll ensure users receive timely and accurate assistance via ticketing systems and live chat. Your responsibilities will include handling customer queries, complaints, and verification processes on our renowned cryptocurrency exchange platform. We seek individuals adept at communication, empathy, and problem-solving to serve as customer advocates and gather essential feedback for continuous improvement.
Key Responsibilities:
- Engage with customers through live chat and support tickets across designated language queues
- Assess customer needs to ensure timely resolution and satisfaction
- Provide detailed and comprehensive information on platform features, products, and procedures
- Handle complaints, offer appropriate solutions within deadlines, and ensure follow-up for resolution
- Adhere to communication protocols, guidelines, and policies
- Support feedback collection to drive workflow and product enhancements
- Aid in the testing and validation of AI bots, automation workflows, and tools as necessary
- Strive to deliver exceptional customer experiences by going the extra mile
- Execute other duties as assigned by team leadership
Key Requirements:
- Minimum of 1 year in customer-facing roles or as a customer service representative
- Proficiency in IT and ability to address moderately technical customer queries
- Strong written communication skills and active listening capabilities
- Excellent multitasking, prioritization, and time management skills
- Basic AI knowledge and familiarity with AI-powered tools or chatbots
- Experience in bot validation, testing, or SOP/tool quality review is advantageous
- Familiarity with cryptocurrency/blockchain industry is a plus
- Fluency in English and Dutch
- Openness to working weekends, varying hours, and night shifts
Perks of Joining Binance:
- Contribute to shaping the future with the world’s leading blockchain platform
- Collaborate with a global, user-centric team of top-tier professionals in a flat organizational structure
- Engage in unique, fast-paced projects with autonomy in an innovative setting
- Enjoy a results-driven workplace with opportunities for career advancement and continuous learning
- Competitive compensation and company benefits offered
- Remote work options available, subject to business team requirements
Binance is an equal opportunity employer committed to promoting diversity in the workforce. Potential candidates are encouraged to read and accept our Candidate Privacy Notice before submitting their applications. We utilize AI tools to support the recruitment process, but final hiring decisions are made by human reviewers. For any queries regarding data processing, feel free to reach out.
