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Binance

Posted 1 month ago

Open

Customer Service Representative (German & English)

Colombia, BogotaRemoteFull-time

AI Summary

Handles high volumes of live chat and phone interactions, diagnosing customer needs and delivering accurate information and resolutions to maintain satisfaction. Acts as a customer advocate and gathers feedback.

About this role

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

Join Binance's Customer Service team and be a part of a client-facing business function where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities

  • Handle high amounts of live chat and phone calls
  • Identify and evaluate customers’ needs to deliver satisfaction
  • Provide accurate, valid and comprehensive information
  • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
  • Follow communication procedures, guidelines, and policies
  • Go the extra mile to engage customers

    • Requirements

  • 1+ years experience of proven customer facing experience or experience as a customer service representative
  • Fluent in English and German
  • Willing to work weekends and irregular hours which will include night shifts
  • Strong ability in using IT for professional use and can handle somewhat technical queries from customers
  • Exceptional written communication skill and a good listener
  • Ability to multi-task, prioritise, and control time effectively
  • Knowledge of the cryptocurrency/blockchain field is a big plus
  • Multi-lingual capability is a big plus

    • Skills

    Conflict ManagementCryptocurrency KnowledgeCustomer ServiceDocumented ProceduresEnglishGermanIssue ResolutionIT LiteracyLive ChatMultilingual CommunicationMultitaskingPhone SupportPrioritization

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