Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 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.
Responsibilities
As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally
Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
Create a culture and processes which achieve the business goals and objectives with regards to customer service
Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
Act as the Voice of the Customer across the organization
Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business
Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized
Requirements
1+ years experience of proven customer facing experience or experience as a customer service representative
Strong ability in IT for professional use and can handle somewhat technical queries from customers
Exceptional written communication skills and a good listener
Ability to multitask, prioritise, and control time effectively
Knowledge of blockchain, crypto, and P2P payments is a big plus
Fluency in English is a must with multilingual capability is a big plus
Willing to work weekends and irregular hours which will include night shifts
