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, and decentralization.
Role Overview
As a Dispute Analyst for the P2P (Peer-to-Peer) market, you will serve on the frontlines of the marketplace. You and your team will arbitrate customer disputes professionally, investigate trading activity to ensure safety, and prevent fraudulent activity. You will also play a key role in identifying product improvements and acting as the voice of the customer within the organization.
Responsibilities
Arbitrate customer disputes professionally within the P2P marketplace.
Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity.
Create a culture and processes which achieve business goals and objectives regarding customer service.
Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders 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 and development opportunities.
Ensure customer and complainant surveys are carried out continuously to produce timely 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 and partners.
Requirements and Qualifications
Education: BA/BSc/HND qualification.
Experience: 1+ years of proven customer-facing experience or experience as a customer service representative.
Technical Skills: Strong ability in IT for professional use and the capability to handle technical queries from customers.
Communication: Exceptional written communication skills and a good listener.
Analytical Skills: Ability to multitask, prioritize, and control time effectively.
Knowledge: Knowledge of blockchain, crypto, and P2P payments is a significant advantage.
Languages: Fluency in English is required; additional languages are an advantage.
Availability: Willingness to work weekends and irregular hours, including night shifts.
Preference: Being a Binance P2P user is highly preferred.
How to Apply
Interested and qualified candidates should apply online via the Binance application portal on Lever. Follow the application link provided below to submit your details.
Interested and qualified candidates should apply through the Binance portal on jobs.lever.co. You can access the application link here: https://www.myjobmag.co.ke/apply-now/1219064.
