P2P Market Mediator

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Bybit Full time
Senior Customer Service P2P Specialist

Job Description:

  • Responsible for supporting and professionally mediating/arbitrating customer disputes within the P2P market.
  • Investigate and monitor customer's transactions, take necessary actions to prevent fraudulent activity.
  • Perform cross-checking and analysis to identify product improvements and present these to stakeholders and peers.
  • Ensure efficient and excellent customer service experience provided.
  • Be well equipped with the Company's platform/product including keeping abreast of general market conditions.
  • Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients.
  • Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
  • Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time.
  • Continuously seek improvement to enhance team's performance and work efficiency including overall work process.

Requirement:

  • 2-3 years experience in customer service, trained in frontline operations (Livechat and Email).
  • Advantageous for candidates with experience working in financial institutions, fintech handling disputes resolution/conflict mediation.
  • Good communication (written and spoken) skills to effectively understand customers (buyer/seller) perspective and resolve any disputes and discrepancies.
  • Preferably candidates who are capable of multitasking, prioritizing and time-sensitive.
  • Knowledge of blockchain, crypto, and P2P payment will be highly advantageous.


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