Customer Service Representative (Estonian & English)
Binance, a renowned global blockchain ecosystem facilitating the world's largest cryptocurrency exchange platform, is the trusted choice of over 300 million individuals across 100+ countries. Recognized for industry-leading security, transparency in user funds, rapid trading engine, extensive liquidity, and a diverse range of digital asset products, Binance caters to trading, finance, education, research, payments, and various Web3 features. Leveraging the potential of digital assets and blockchain, Binance is dedicated to establishing an inclusive financial ecosystem to enhance the accessibility of financial services worldwide.
Binance is seeking dedicated individuals to join its Customer Service team, which prioritizes exceptional support to its clients. The team aims to ensure top-tier assistance by providing prompt responses and accurate information through ticketing systems and live chat. Responsibilities include addressing customer queries, complaints, and verification processes on the cryptocurrency exchange platform, focusing on customer advocacy, feedback collection, and service excellence.
Responsibilities
- Handle high volumes of live chat and support tickets within specified language queues
- Assess and address customer needs promptly for their satisfaction and resolution
- Offer detailed information on platform features, products, and procedures accurately
- Manage complaints, deliver suitable solutions within designated timelines, and monitor for resolution
- Adhere to communication protocols, guidelines, and company policies
- Assist in gathering feedback for process and product enhancements, including the evaluation and testing of AI bot performance and standard operating procedures
- Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as necessary
- Engage customers proactively to ensure a superior service experience
- Perform additional tasks as directed by team leaders
Requirements
- Minimum of 1 year of proven experience in customer service or as a customer service representative
- Proficiency in IT and ability to handle moderately technical customer inquiries
- Strong written communication skills and active listening capabilities
- Effective multitasking, prioritization, and time management skills
- Basic understanding of AI concepts and proficiency with AI-powered tools or chatbots (mandatory)
- Experience with bot validation, testing, or SOP/tool quality review is advantageous
- Knowledge of the cryptocurrency and blockchain domain is preferred
- Fluency in English and Estonian
- Willingness to work weekends and irregular hours, including night shifts
Why Binance
- Engage with the world's leading blockchain ecosystem and contribute to shaping the future
- Collaborate with top-tier professionals in a global, user-focused organization with a flat hierarchy
- Work on innovative, fast-paced projects with autonomy within a results-driven environment
- Enjoy career growth opportunities and continuous learning
- Competitive salary and comprehensive company benefits
- Work-from-home arrangements available (depending on business team requirements)
Binance is committed to equal employment opportunities and recognizes the importance of a diverse workforce in achieving success. Applicants acknowledge and agree to the Candidate Privacy Notice. AI tools may be used in the hiring process to aid in application reviews, resume analysis, and responses assessments while final decisions are made by humans. For additional information on data processing, please reach out to us.
