Customer Service Representative - P2P (LATAM)
BinanceJob Summary
Join Binance's Customer Service team as a P2P market specialist and be part of a client-facing business where exceptional support is the priority. As a customer service representative, you will arbitrate customer disputes, investigate trading activity, and create a culture that achieves business goals and objectives. You will use Customer Insight and Root Cause Analytics to identify product improvements and present them to stakeholders. With a strong ability in using IT for professional use and excellent written communication skills, you will be fluent in English and a native language. You will also have the opportunity to work with world-class talent in a user-centric global organization with a flat structure. Binance offers competitive salary and company benefits, as well as a work-from-home arrangement. The ideal candidate has 1+ years of proven customer-facing experience or experience as a customer service representative, and is willing to work weekends and irregular hours.
Responsibilities
- As the frontlines 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 the customer service
- Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder 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, 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
- Must be fluent in English and a native language
- Ability to multitask, prioritise, and control time effectively
- Knowledge of blockchain, crypto, and P2P payments is a big plus
- Willing to work weekends and irregular hours which will include night shifts
- A Binance P2P user is highly preferred
