Estonian Trust and Safety Investigator Role

3 semanas atrás


Lisboa, Lisboa, Portugal Ts Ilse Tempo inteiro

Job Title: Estonian Trust and Safety Investigator

About the Role:

We are seeking a highly skilled Estonian Trust and Safety Investigator to join our team in Lisbon. As a Trust and Safety Investigator, you will be responsible for reviewing and assessing escalated cases for potential policy violations or safety concerns.

Key Responsibilities:

  • Review and assess escalated cases for potential policy violations or safety concerns
  • Respond to client's customers inquiries via phone, helpdesk, and live chat
  • Perform outbound calls during the investigation, to collect proofs of their complaints, 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
  • Make informed decisions based on the analysis, applying established policies and guidelines
  • Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information.

Requirements:

  • C1 of Estonian
  • B2 level of English
  • The ability to thrive in a dynamic, team-focused and structured environment
  • An ability to make decisions based on rules and policies
  • A passion for helping others achieve results
  • An ability to handle potentially stressful situations.

What We Offer:

  • 22 days of holiday
  • Private health insurance
  • Yearly flight home sponsored
  • Relocation support with flight costs reimbursement and a room
  • Support of employees experienced in helping relocating colleagues
  • Free Portuguese classes
  • Temporary contract for 12 months, Permanent after 2 years.
  • Training compensation about 50% – around 15 working days
  • After the training schedule for 8 hours daily, 5 times per week in shifts on weekly rotation with colleagues covering line operating hours from Monday to Sunday, 24/7
  • A dynamic and creative team with positive and friendly atmosphere
  • Accommodation provided
  • Close to the beach
  • Flight costs reimbursed
  • Multicultural Team
  • Progressive company culture
  • Sunny weather


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