Role in brief
Binance seeks a Customer Service Representative fluent in Estonian and English to manage customer inquiries via chat and tickets. This remote role involves resolving issues, providing product information, and contributing to service improvement. Candidates with prior customer-facing experience and IT proficiency, especially with AI tools, are encouraged to apply.
About the role
This role focuses on providing direct customer support, primarily through live chat and support tickets, to users who communicate in Estonian and English. The core responsibility is to address customer needs, resolve complaints, and provide accurate information about Binance's platform features and products. Success in this position means consistently delivering timely resolutions and ensuring high customer satisfaction.
The Customer Service Representative will also contribute to enhancing service quality by providing feedback on workflow, product improvements, and the performance of AI bots and internal tools. This involves participating in the validation and testing of these resources, ensuring that the support infrastructure is effective and efficient. The role requires adherence to established communication procedures and guidelines.
Working in a remote, fast-paced environment, the individual will manage a high volume of inquiries and prioritize tasks effectively. The position demands a proactive approach to engaging customers and a commitment to delivering a high-quality service experience. It also involves working irregular hours, including night shifts and weekends, to meet operational demands.
The annual salary for this position ranges from $135,000 to $225,000.
Skills that matter here
- customer service representative: This role requires prior experience in a customer service capacity, focusing on direct customer interaction and problem resolution.
- IT proficiency: The ability to handle moderately technical customer queries is essential for this position.
- written communication skills: Exceptional written communication is necessary for effective interaction with customers via chat and tickets.
- active listening ability: This skill is crucial for understanding customer needs and providing appropriate solutions.
- AI concepts: A basic understanding of AI concepts and familiarity with AI-powered tools or chatbots is a required skill for this role.
- Estonian: Fluency in Estonian is required to support customers in this language.
Who this role suits
- A person with a proven background in customer-facing roles, comfortable addressing diverse inquiries.
- Someone who thrives in a fast-paced setting and can effectively manage multiple tasks and priorities.
- An individual who is detail-oriented, capable of providing accurate information, and committed to resolving customer issues thoroughly.
- A candidate who is adaptable to irregular work schedules, including nights and weekends, and can work independently in a remote setup.
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 Estonian
- 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 is a work-from-home arrangement, though specific details may vary depending on the business team's needs.
What level of experience is required?
Candidates should have at least one year of experience in a customer-facing role or as a customer service representative.
What are the language requirements for this position?
Fluency in both English and Estonian is required for this role.