Role in brief
Binance, a major global blockchain ecosystem, seeks a Customer Service Representative fluent in Croatian and English. This role involves managing customer inquiries via live chat and tickets, resolving issues, and providing information on platform features. It is suited for individuals with prior customer-facing experience and strong communication skills, who are comfortable with technical queries and irregular work hours.
About the role
This role focuses on direct customer interaction, handling a large volume of live chat and support tickets. The primary goal is to address customer needs efficiently, provide accurate information about Binance's products and processes, and resolve complaints within set timeframes. Success in this position means consistently delivering timely resolutions and ensuring customer satisfaction.
The Customer Service Representative will also contribute to improving support operations. This includes gathering feedback for workflow and product enhancements, specifically relating to AI bot performance, standard operating procedures (SOPs), and internal tools. There will be opportunities to validate and test AI bots, automation workflows, and SOPs.
Working within a global organization, this position requires adaptability to varying work schedules, including weekends and night shifts. The ideal candidate will be self-motivated, capable of managing multiple tasks, and committed to providing a high level of customer service in a fast-paced, innovative environment.
The annual salary for this position ranges from $112,000 to $188,000 USD.
Skills that matter here
- customer facing experience: This role requires direct interaction with customers to resolve issues and provide support.
- IT proficiency: The ability to understand and address moderately technical customer questions is necessary.
- written communication skills: Exceptional written communication is essential for effective live chat and ticket support.
- active listening ability: This skill is crucial for identifying and evaluating customer needs accurately.
- AI concepts: A basic understanding of AI and familiarity with AI-powered tools or chatbots is required for feedback and testing.
- cryptocurrency/blockchain: Knowledge of this field is a strong advantage for providing informed customer support.
Who this role suits
- Someone with at least one year of experience in a customer-facing role.
- An individual who is comfortable handling technical questions and can communicate complex information clearly.
- A person who can manage multiple tasks, prioritize effectively, and work independently.
- Someone willing to work flexible hours, including nights and weekends, in a remote setting.
From the employer
- 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
- 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 Croatian
- Willing to work weekends and irregular hours which will include night shifts
- 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)
Questions about this role
What is the remote work policy for this role?
This position is a work-from-home arrangement, though specific details may vary based on the business team's needs.
What is the required language proficiency?
Fluency in both English and Croatian is required for this role.
What kind of experience is beneficial for this role?
Prior customer-facing experience, IT proficiency, and a basic understanding of AI concepts are required. Knowledge of cryptocurrency or blockchain is a strong advantage.