Customer Service Representative - P2P (EU)
BinanceJob Summary
Join Binance's Customer Service team as a P2P (EU) Representative and be part of a client-facing business where exceptional support is the priority. As a frontline representative, you will arbitrate customer disputes, investigate trading activity, and create a culture that achieves business goals and objectives. You will work with a talented team to identify product improvements, gather feedback, and ensure high customer satisfaction. With flexible remote work options and competitive salary, Binance offers a unique opportunity for career growth and continuous learning. As part of a user-centric global organization, you will collaborate with world-class talent in an innovative environment. By joining Binance, you will shape the future of blockchain ecosystem and contribute to advancing financial access for people around the world. With a focus on empathy, communication, and problem-solving, we seek individuals who can advocate for our customers and gather valuable feedback. Apply now and be part of a dynamic team that is committed to being an equal opportunity employer.
Responsibilities
- As the frontline of the P2P market, you and the team will arbitrate customer disputes professionally
- Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
- Create a culture and processes which achieve the business goals and objectives with regards to customer service
- Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers
- Act as the Voice of the Customer across the organization
- Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- Make sure customer and complainant surveys are carried out continuously in order to produce timely and up-to-date information about customer experience across all areas of the business
- Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized
Requirements
- 1+ years experience of proven customer facing experience or experience as a customer service representative
- Strong ability in using IT for professional use and can handle somewhat technical queries from customers
- Exceptional written communication skill and a good listener
- Ability to multitask, prioritise, and control time effectively
- Knowledge of blockchain, crypto, and P2P payments is advantageous
- Willing to work weekends and irregular hours which will include night shifts
- A Binance P2P user is highly preferred
- Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
