Customer Service Representative (Financial Derivatives)

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 280 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Join Binance's Customer Service team and be a part of a client-facing business function where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities:

• Handle high amounts of live chats
• Coordinate and handle customer inquiries about Binance financial derivatives, and retain regular customers
• Solve customer complaint issues, and create and document report analysis
• Optimize customer complaint processes and improve service quality
• Handle unpredictable emergencies in an efficient and timely manner
• Perform adhoc tasks and reports assigned by shift leader and/or managers

Requirements:

• Bachelor's degree or diploma, preferably in a finance-related major
• Strong knowledge in financial derivatives products such as futures, options, and margin trading
• Prior customer support experience with exposure to an e-commerce or financial industry background is a must
• Familiar with CS operation and business processes, with a strong ability for problem-solving and a strong number-driven approach
• Willing to work weekends and irregular hours which will include night shifts
• Fluency in English and Mandarin are required to be able to effectively coordinate with overseas partners, stakeholders, and customers

Why Binance• 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)
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