Binance is the world’s leading blockchain and cryptocurrency infrastructure provider with a financial product suite that includes the largest digital asset exchange by volume. Trusted by millions worldwide, the Binance platform is dedicated to increasing the freedom of money for users, and features an unmatched portfolio of crypto products and offerings, including: trading and finance, education, data and research, social good, investment and incubation, decentralization and infrastructure solutions, and more.

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Dispute Analyst - P2P

Job Type

Remote

Qualification

BA/BSc/HND

Experience

1 year

Location

Nairobi

Job Field

Customer Care, Success and Service

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 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

• 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

• 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.

• BA/BSc/HND
• 1+ years experience of proven customer facing experience or experience as a customer service representative
• A Binance P2P user is highly preferred