Binance29mo ago

Dispute Analyst - P2P

AfricaRemoteFull-time Onsite or Remotemid

Customer SupportOtherAnalyst

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Overview

Technical Tools

Customer SupportOtherAnalyst

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.

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

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 required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.

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

A Binance P2P user is highly preferred