Customer Service Representative - (Portuguese/English)

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 230 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.

Binance is looking for an experienced Customer Service Representative to set up and expand our customer support operations team.

Customer Service is extremely important for us and we hope to create a platform where our users are well supported with excellent quality, fast response time and accurate information.Support is via a live chat and will include but not limited to customer queries, complaints, and identification approval process for our world-class cryptocurrency exchange platform.

The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. Customer Support representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us. Problem-solving also comes naturally to customer care specialists. They're confident at troubleshooting and investigating if they don’t have enough knowledge to fix the problem.

Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.

Responsibilities

• Handle high amounts of live chat and incoming emails
• Provide accurate, valid and comprehensive information
• Follow communication procedures, guidelines, and policies
• Support other business units with customer liaison, accurately document customer requests
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
• Go the extra mile to engage customers

Requirements

• College degree or above
• Fluent Portuguese language, and advanced English speaker. Other languages (e.g. Spanish) will be beneficial
• Minimum 1 year experience in customer service, preferably in finance or e-commerce industry
• Outstanding new graduates are also welcomed to apply
• High level of honesty and integrity; Proactive and meticulous; A sense of responsibility and team work spirit
• Ability to work under pressure, strong communication skills and exceed beyond expectation
• Passionate for customer service industry and can accept to work under different work shifts
• Positive about the crypto industry
• Willing to work weekends and irregular hours which will include night shifts