Trust & Safety Investigator (Romanian)

6 meses atrás

Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard a Trust & Safety Investigator to join their teams in Lisbon and to support a major technology company that provides mobility services, vehicle and scooter rentals, car sharing, and food delivery services.

Position: Trust & Safety Investigator

Location: Lisbon, Portugal

Employment type: Full-time

Schedule: changes weekly - 8 hours shifts with breaks, 5 times per week Monday to Sunday, 24/7

Remuneration: Base salary.

**DUTIES AND RESPONSIBILITIES**:

- Review and assess escalated cases for potential policy violations or safety concerns
- Respond to client’s customers inquires via phone, helpdesk and live chat
- Perform outbound calls during the investigation, to collect proofs of their complains, from drivers and customers
- Provide excellent customer service to riders and drivers, addressing inquiries and concerns effectively, including but not restricted to critical safety cases, demonstrating a great sense of empathy
- Handle Client’s customer’s complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolutions
- Maintain a deep knowledge of Client services to provide efficient support and proactive suggestions
- Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information.

**REQUIREMENTS**:

- C1-C2 level of Romanian language and B2 English, both oral and written
- The ability to thrive in a dynamic, team-focused and structured environment
- An ability to make decision based on rules and policies
- A passion for helping others achieve results
- An ability to handle potentially stressful situations.

**OFFER**:

- 22 days of holiday
- Relocation support with flight costs reimbursement and a single room in a shared apartment
- Temporary contract for 12 months, permanent after 2 years
- Weekly rotating shifts covering operating hours from Monday to Sunday, 24/7
- Private health insurance
- Support of employees experienced in helping relocating colleagues
- Free Portuguese classes
- Partially compensated two weeks long training
- Water sport activities, soft trekking and more
- A dynamic and creative team with positive and friendly atmosphere

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