Customer Service Representative - P2P (LATAM)

Binance is a recognized global blockchain ecosystem responsible for operating the largest cryptocurrency exchange in terms of trading volume and registered users worldwide. Trusted by millions of individuals across over 100 countries, Binance stands out for its remarkable security measures, transparent user fund policies, fast trading engine, extensive liquidity, and diverse range of digital asset products. Binance provides a wide array of services including trading, financial solutions, education, research, payments, institutional support, Web3 functionalities, and more. By harnessing the potential of digital assets and blockchain technology, Binance strives to develop an inclusive financial system to enhance financial accessibility and advance the concept of monetary freedom globally.

Responsibilities

• Engage in managing customer disputes within the P2P market alongside the team with professionalism
• Conduct thorough investigations into trading activities and implement necessary measures to uphold marketplace integrity and deter fraudulent behavior
• Foster a culture and structure that aligns with the business objectives and goals regarding customer service
• Utilize Customer Insight and Root Cause Analytics to pinpoint areas for product enhancements and present suggestions to relevant stakeholders and colleagues
• Serve as the central Voice of the Customer across the entire organization
• Offer feedback through one-on-one sessions, effective utilization of personal development plans, and provision of coaching and advancement opportunities
• Ensure persistent implementation of customer and complainant surveys to gather timely and relevant feedback on customer experiences from all sections of the organization
• Disseminate insights gained from complaints within the organization and to potential contractors, partners, and if applicable, to the general public

Requirements

• Demonstrated experience of at least one year in customer-facing roles or as a customer service representative
• Proficiency in utilizing IT for business purposes and adeptness in addressing somewhat technical customer inquiries
• Outstanding written communication capabilities and active listening skills
• Ability to manage multitasking, prioritize tasks, and effectively manage time
• Understanding of blockchain technology, cryptocurrencies, and P2P payments is advantageous
• Preparedness to work weekends and flexible hours, including night shifts
• Preferential consideration for individuals who have used the Binance P2P network
• Fluency in English is essential to collaborate with international partners and stakeholders; knowledge of additional languages is a plus

Why Binance

• Contribute to shaping the future alongside the premier blockchain ecosystem worldwide
• Collaborate with exceptional talents in a globally-oriented organization with a flat structure
• Engage in challenging and innovative initiatives with independence within a fast-paced environment
• Flourish in a performance-centric setting with prospects for career progression and continual learning
• Competitive remuneration and company benefits
• Opportunity for remote work arrangement (subject to business team needs)

Binance adheres to the principle of equal employment opportunities as we believe diversity in the workforce is integral to our success.

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