Job Responsibilities:
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Handle P2P customer inquiries via live chat, email, and ticketing systems in a timely and professional manner.
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Assist users with P2P order issues, including payment disputes, order cancellations, token release, appeals, account restrictions, and merchant-related inquiries.
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Review transaction details, payment proofs, and user-provided information to identify issues and provide accurate resolutions.
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Escalate complex, risk-related, or compliance-related cases to the relevant teams and follow up on case progress.
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Provide clear and accurate guidance on P2P policies, processes, and platform features.
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Record case details and user feedback, and highlight recurring issues for process or product improvement.
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Maintain service quality, response-time, and compliance standards.
Job Requirements
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Proficient in both Chinese and English, with strong written and verbal communication skills.
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Prior experience in P2P customer service, P2P operations, fintech, cryptocurrency exchange, or payment dispute handling is preferred.
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Familiar with P2P trading processes, including order flow, payment verification, appeals, token release, cancellations, and merchant management.
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Able to handle sensitive user complaints and disputes professionally, patiently, and objectively.
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Strong problem-solving and analytical skills, with attention to detail when reviewing transaction records and payment evidence.
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Able to work independently, manage multiple cases, and collaborate effectively with Risk, Compliance, Operations, and Product teams.
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Willing to work on shifts, including weekends and public holidays where required.
