Czech-Speaking Trust and Safety Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Wibit Consulting & Services (Wibitcs) Tempo inteiro

Role Overview

We are seeking a highly skilled Trust and Safety Investigator to join our team at Wibit Consulting & Services (Wibitcs). As a key member of our team, you will play a critical role in ensuring the safety and compliance of our mobility services.

Key Responsibilities

  • Review escalated cases and investigate potential policy violations or safety concerns raised by customers and drivers.
  • Handle customer inquiries via phone, helpdesk, and live chat, providing support and empathy, especially during critical safety cases.
  • Conduct outbound investigations to gather additional information and verify complaints from both riders and drivers.
  • Resolve issues with care, addressing customer complaints, providing solutions, and following up to ensure complete resolution while maintaining a high level of customer service.
  • Stay informed about our services to proactively provide suggestions and efficient support.
  • Analyze cases and make decisions based on established guidelines and policies.
  • Safeguard customer information by adhering to corporate confidentiality policies.

Requirements

  • Native-level fluency in Czech (C1-C2) and strong English proficiency (B2), both oral and written.
  • Ability to make sound decisions based on policies and adapt to dynamic situations.
  • Passion for helping others and providing empathetic, effective support.
  • Ability to handle stressful situations with composure, especially in sensitive or urgent cases.
  • Comfortable working in a structured, team-focused environment.

What We Offer

  • Paid time off: enjoy 22 days of holiday per year.
  • Health coverage: private health insurance to keep you covered.
  • Relocation support: assistance with flight costs, a room in Lisbon, and experienced support for relocating colleagues.
  • Training and development: receive compensated training (50% of the rate during the 15-day onboarding period) and access to free Portuguese classes.
  • Travel perks: yearly flight home sponsored by the company.
  • Temporary to permanent contract: start with a 12-month contract and the opportunity for a permanent role after 2 years.
  • Fun and recreation: enjoy activities like water sports, soft trekking, and more in a creative and positive team atmosphere.

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