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 volumes of live chat and support tickets across assigned language queues

• Identify and evaluate customers' needs to deliver satisfaction and timely resolution

• Provide accurate, valid, and comprehensive information on platform features, products, and processes

• Manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution

• Follow communication procedures, guidelines, and policies

• Support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools

• Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed

• Go the extra mile to engage customers and deliver a best-in-class experience
  Perform other tasks as assigned by team leaders

Requirements

• 1+ years experience of proven customer facing experience or experience as a customer service representative

• Strong IT proficiency and ability to handle moderately technical customer queries 

• Exceptional written communication skills and active listening ability

• Ability to multi-task, prioritize, and manage time effectively

• Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (required)

• Hands-on experience with bot validation, testing, or SOP/tool quality review is a plus

• Knowledge of the cryptocurrency/blockchain field is a strong advantage

• Fluent in English and Greek

• Willing to work weekends and irregular hours which will include night shifts

Why Binance

• Shape the future with the world’s leading blockchain ecosystem

• Collaborate with world-class talent in a user-centric global organization with a flat structure

• Tackle unique, fast-paced projects with autonomy in an innovative environment

• Thrive in a results-driven workplace with opportunities for career growth and continuous learning

• Competitive salary and company benefits

• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)