Customer Service Representative (Lithuanian & English)
Binance is a renowned global blockchain ecosystem at the forefront of the largest cryptocurrency exchange worldwide in terms of trading volume and users. Trusted by over 300 million individuals across more than 100 countries, we are recognized for our top-notch security measures, transparency in user funds, swift trading engine, high liquidity, and a diverse range of digital asset offerings. Our services span trading, finance, education, research, payments, institutional support, Web3 features, and beyond. Through harnessing digital assets and blockchain technology, we are dedicated to constructing an inclusive financial ecosystem that promotes financial freedom and enhances financial accessibility on a global scale.
Join the Customer Service team at Binance and become part of our customer-oriented department where delivering exceptional support is paramount. We strive to create a platform where users benefit from high-quality assistance characterized by quick response times and accurate guidance. We offer support through ticketing systems and live chat, managing customer inquiries, complaints, and validation processes on our world-class cryptocurrency exchange platform. We are looking for empathetic, proactive, and solution-driven individuals who can prioritize customer advocacy and gather valuable input. Join us in upholding exceptional service standards and driving high customer satisfaction levels.
Responsibilities
- Attend to a high volume of live chats and support tickets across assigned language queues
- Identify and assess customer needs to provide timely resolutions and ensure satisfaction
- Offer precise, valid, and comprehensive information on platform features, products, and procedures
- Handle complaints, deliver suitable solutions within specified timeframes, and follow up for issue resolution
- Adhere to communication protocols, guidelines, and policies
- Assist in collecting feedback for process and product enhancements, including AI bot performance, standard operating procedures (SOPs), and internal tools
- Engage in validating and testing AI bots, automation workflows, tools, and SOPs as necessary
- Ensure exceptional customer engagement to deliver a superior experience
- Undertake other assigned tasks from team leaders
Requirements
- Minimum of 1 year of confirmed customer-facing experience or customer service representative background
- Proficient in IT with the ability to address moderately technical customer queries
- Excellent written communication skills and active listening capabilities
- Strong multitasking, prioritization, and time management skills
- Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (mandatory)
- Experience with bot validation, testing, or review of SOPs/tools is advantageous
- Knowledge of the cryptocurrency and blockchain sector is highly beneficial
- Fluency in English and Lithuanian
- Available to work weekends and irregular hours, including night shifts
Benefits of Joining Binance
- Contribute to shaping the future with a leading blockchain ecosystem
- Collaborate with top-tier talent in a global organization focused on user satisfaction and innovation
- Engage in dynamic, fast-paced projects with autonomy in a progressive setting
- Flourish in a results-oriented environment with prospects for career advancement and constant learning
- Competitive salary and company perks
- Remote work flexibility based on business needs
Binance upholds a commitment to equal employment opportunity, recognizing the significance of diversity in driving our success. Submitting a job application implies that you have read and agreed to our Candidate Privacy Notice. We may utilize artificial intelligence tools in the hiring process to support application review, resume analysis, or response assessment. While these tools aid our recruitment team, final hiring decisions are made by humans. For further details on data processing, feel free to reach out to us.
