Customer Service Representative (Croatian & English)

About the role

This role focuses on direct customer interaction, handling a large volume of inquiries through live chat and support tickets. Responsibilities include identifying customer needs, providing comprehensive information about Binance's products and processes, and managing complaints to ensure timely resolution. The goal is to deliver a high level of customer satisfaction by addressing concerns effectively and following established communication guidelines.

The position also involves contributing to the improvement of customer support systems. This includes collecting feedback to enhance workflows and products, specifically regarding AI bot performance, standard operating procedures (SOPs), and internal tools. Candidates may also participate in the validation and testing of AI bots and automation workflows, contributing to the efficiency and quality of support operations.

Success in this role means consistently providing accurate support, effectively managing customer expectations, and going beyond basic service to create a positive experience. It requires a proactive approach to problem-solving and a commitment to adhering to company policies. The work environment is fast-paced, requiring adaptability and a focus on delivering results while collaborating within a global team.

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 handle moderately technical customer questions is necessary for this position.
• written communication skills: Exceptional written communication is essential for effective live chat and ticket support.
• active listening ability: This skill is crucial for understanding customer needs and providing appropriate solutions.
• AI concepts: A basic understanding of AI is required, as the role involves interacting with and improving AI-powered support tools.
• cryptocurrency/blockchain: Knowledge in this field is a significant advantage for understanding customer queries related to Binance's products.

Who this role suits

• Someone with at least one year of experience in a customer-facing role, comfortable addressing customer issues directly.
• An individual who can manage multiple tasks, prioritize effectively, and work efficiently under pressure.
• A person who is adaptable to irregular hours, including night shifts and weekends, due to the nature of global customer support.
• Someone who is detail-oriented and committed to following communication procedures and guidelines.

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)