Dispute Analyst P2P
BinanceJob Summary
Job Title: Dispute Analyst P2P at Binance. The role involves investigating customer disputes, creating processes to achieve business goals, and identifying product improvements. As a frontlines professional, you will work with the team to arbitrate customer disputes professionally and create a culture of customer service excellence. You will also use Customer Insight and Root Cause Analytics to identify areas for improvement and present findings to stakeholders. The ideal candidate has 1+ years of experience in customer-facing roles or as a customer service representative, with strong written communication skills and the ability to multitask effectively. Binance offers a competitive salary, company benefits, and flexible work arrangements, including remote work options.
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 the 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
- Make sure 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 using IT for professional use and can handle somewhat technical queries from customers
- Exceptional written communication skill 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
