Customer Service at Binance

Job Description

Key Responsibilities

• Process and prioritize backend work orders efficiently, ensuring timely resolution of customer issues.
• Provide 24/7 customer service through online query systems and email, maintaining professionalism and responsiveness at all times.
• Handle a wide range of customer inquiries, including product-related questions, billing issues, and technical support requests, using both email and online communication tools.
• Act as a liaison between customers and other business departments, such as sales, technical support, and product development, to ensure seamless coordination.
• Document and track customer feedback, suggestions, and complaints in a structured format, ensuring all information is accurately recorded and shared with relevant teams.
• Resolve complex customer complaints and special circumstances with empathy and problem-solving skills, while maintaining a positive customer experience.
• Perform routine tasks such as order status updates, account management, and service follow-ups to support customer retention and loyalty.
• Stay updated on company policies, product updates, and service changes to provide accurate and up-to-date information to customers.
• Collaborate with cross-functional teams to identify process improvements and enhance customer service delivery.
• Ensure compliance with data privacy regulations and maintain confidentiality of customer information at all times.

Job Requirements

• Native or fluent proficiency in Japanese and strong written/oral communication skills in English.
• Proven experience in customer service, preferably in a fast-paced environment with a focus on multilingual support.
• Excellent problem-solving abilities and the capacity to handle challenging customer situations with patience and professionalism.
• Ability to work independently and as part of a team, with strong organizational skills to manage multiple tasks simultaneously.
• Proficiency in using customer service software, CRM systems, and email platforms to streamline operations.
• Strong attention to detail and accuracy in documenting customer interactions and feedback.
• Ability to maintain a calm and positive demeanor during high-pressure situations or customer complaints.
• Basic understanding of business operations and the ability to communicate effectively with internal teams.
• Flexible availability to accommodate shift work or extended hours as needed.
• Commitment to continuous learning and improvement in customer service techniques and industry knowledge.