Dispute Analyst - P2P
BinanceJob Summary
We are seeking a Dispute Analyst - P2P in New Delhi to join Binance's customer support team. As the frontlines of the P2P market, you will investigate trading activity, create a culture and processes that achieve business goals, and identify product improvements. You will work with a talented team, collaborate on unique projects, and thrive in a results-driven workplace. With competitive salary and company benefits, flexible remote work options, and opportunities for career growth, Binance is an ideal place to shape the future of blockchain and cryptocurrency. Our commitment to diversity and inclusion ensures that every candidate has an equal opportunity to succeed. By joining our team, you will be part of a global organization that is trusted by over 250 million people in 100+ countries.
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 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
- Ensure 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 IT for professional use and can handle somewhat technical queries from customers
- Exceptional written communication skills and a good listener
- Ability to multitask, prioritise, and control time effectively
- Knowledge of blockchain, crypto, and P2P payments is a big plus
- Fluency in English is a must with multilingual capability is a big plus
- Willing to work weekends and irregular hours which will include night shifts
- A Binance P2P user is highly preferred
