Responsibilities

📍As the frontline 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 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 & development opportunities 📍Make sure customer and complainant surveys are carried out continuously in order to produce timely and 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 advantageous 📍Willing to work weekends and irregular hours which will include night shifts 📍A Binance P2P user is highly preferred 📍Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.