Customer Service Representative - Malaysia

Job Title: Customer Service Representative

📍 Location: Kuala Lumpur, Malaysia (Remote)

🕐 Employment Type: Full-Time

🌐 Workplace Type: Remote

Company Overview

Binance is the global leader in blockchain and cryptocurrency infrastructure, providing a suite of services including the world's largest crypto exchange by trading volume. Serving 250M+ users in 100+ countries, Binance offers products across trading, finance, education, research, Web3, and payments, empowering financial freedom and inclusion worldwide.

Role Overview

The Customer Service Representative role is central to Binance’s user support system. You’ll be part of a 24/7 global team managing customer interactions via ticketing and live chat, helping resolve issues related to account access, verification, and platform usage in both English and Mandarin.

Key Responsibilities

• Manage and respond to customer inquiries via email, chat, and ticketing systems.
• Address customer complaints, feedback, and identification (KYC) processes.
• Liaise with internal business units to document and escalate user issues.
• Provide accurate, timely, and clear responses in accordance with internal SLAs.
• Handle special or ad-hoc tasks and continuously improve user support quality.

Requirements

• College degree or above.
• Bilingual proficiency in English and Mandarin is mandatory.
• At least 1 year of customer service experience—preferably in finance or e-commerce.
• High level of integrity, proactivity, and attention to detail.
• Team-oriented with strong problem-solving and communication skills.
• Comfortable working under pressure and rotating shifts (including nights).
• Interest in or openness to learning about the crypto industry.

Why Work at Binance?

✔ Shape the future with the world’s leading blockchain ecosystem

✔ Work with a user-centric, globally distributed team

✔ Participate in fast-moving, high-impact projects

✔ Career growth and continuous learning encouraged

✔ Competitive salary & benefits

✔ Flexible remote work, depending on the business function

Equal Opportunity Commitment

Binance is an equal opportunity employer and values diversity. All applicants are considered without regard to race, gender, age, disability, or background.