Dispute Analyst – P2P

This is a fully remote position, open to applicants in Brazil.

📋 Description

• As the frontline representatives in the P2P market, you and your team will professionally resolve customer disputes.

• Investigate trading activities and take necessary actions to maintain a secure marketplace and prevent fraudulent behavior.

• Foster a culture and establish processes that align with the business goals and objectives concerning customer service.

• Utilize Customer Insight and Root Cause Analytics to pinpoint product enhancements and communicate these to stakeholders and colleagues.

• Serve as the Voice of the Customer throughout the organization.

• Identify areas for improvement and provide feedback through one-on-one meetings, effective use of personal development plans, and offering coaching and development opportunities.

• Ensure continuous execution of customer and complainant surveys to generate timely and relevant information regarding customer experiences across all business areas.

• Share insights gained from complaints within the organization, as well as with contractors and partners, and if suitable, publicize these learnings.

⛳️ Requirements

• A minimum of 1 year of demonstrated customer-facing experience or experience as a customer service representative.

• Strong IT skills for professional applications and the ability to manage somewhat technical queries from customers.

• Excellent written communication abilities and strong listening skills.

• Capacity to multitask, prioritize effectively, and manage time efficiently.

• Familiarity with blockchain, cryptocurrency, and P2P payments is a significant advantage.

• Proficiency in English is essential for coordinating with overseas partners and stakeholders; additional languages would be beneficial.

• Availability to work weekends and irregular hours, including night shifts.

• Previous experience as a Binance P2P user is highly preferred.

🏝️ Benefits

• Competitive salary along with company benefits.

• Work-from-home options available (this arrangement may differ based on the specific needs of the business team).