Customer Service Representative (Dutch & English)

Remote from: Portugal
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Entry-Level
Junior
Views / Applies: 38 / 14

About company

About Binance

To increase the freedom of money globally through blockchain technology and cryptocurrency.

Financial Services
2017

Actively Hiring

AI Summary

Binance seeks a bilingual (Dutch & English) Customer Service Representative to support its global cryptocurrency exchange platform. The role involves handling live chat and tickets, resolving customer issues, and contributing to AI bot and workflow improvements. Candidates need 1+ year of customer service experience, strong IT skills, and basic AI knowledge. The position offers remote work, competitive benefits, and the opportunity to work with a leading blockchain ecosystem.

Role DNA

Job Complexity

Easy Hard

AI Insight The role requires bilingual fluency, technical aptitude, and flexibility for irregular hours, but it is entry-level with 1 year experience minimum, making it moderately difficult.

Salary Analysis

AI Insight The salary range for this customer service role is not provided, but based on US market data for bilingual customer service representatives, the median salary is approximately $45,000. This role may offer additional benefits and growth opportunities at Binance.

Key Skills

Customer Service Bilingual Dutch English Live Chat Ticket Support AI Tools Blockchain Cryptocurrency Problem Solving

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Service Representative (Dutch & English) position at Binance. With over two years of experience in customer support and fluency in both Dutch and English, I am confident in my ability to deliver exceptional service to your global user base. My background includes handling high volumes of live chat and tickets, resolving complex issues, and contributing to process improvements.

I have a strong understanding of AI-powered tools and have participated in bot validation and SOP reviews, aligning with Binance’s focus on innovation. Additionally, my knowledge of blockchain and cryptocurrencies allows me to effectively assist users with technical queries.

I thrive in fast-paced environments and am comfortable working irregular hours to ensure customer satisfaction. I am eager to bring my problem-solving skills and dedication to Binance’s world-class team.

Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team.

Sincerely,
[Your Name]

Possible Interview Questions

How do you handle a customer who is frustrated about a delayed transaction?

I would first empathize with the customer, acknowledging their frustration. Then, I would investigate the issue using our tools, provide a clear explanation of the delay, and offer a timeline for resolution. If possible, I would also offer compensation or escalate to a senior team member if needed.

Describe your experience with AI chatbots. How can they improve customer service?

I have worked with AI chatbots to handle common queries, which frees up human agents for complex issues. They improve efficiency by providing instant responses and collecting feedback for continuous improvement. I also participated in testing and refining chatbot scripts to enhance accuracy.

How do you prioritize tasks when handling multiple chats and tickets simultaneously?

I use a triage system: urgent issues (e.g., security concerns) get immediate attention, followed by high-impact queries. I also leverage canned responses for common questions and monitor my queue to ensure no ticket is overlooked.

What steps do you take to stay updated on cryptocurrency trends and Binance products?

I follow industry news, Binance announcements, and participate in internal training sessions. I also engage with community forums to understand user pain points and new features.

Can you give an example of a time you went above and beyond for a customer?

Once, a customer was unable to complete a trade due to a technical glitch. I not only helped them resolve the issue but also provided a step-by-step guide to avoid future problems. I followed up a week later to ensure everything was working smoothly, which increased their trust in our platform.

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ 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 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

Requirements

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 Dutch
Willing to work weekends and irregular hours which will include night shifts

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)

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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