Trust and Safety Investigator
Há 4 dias
About the Company
David Kennedy Recruitment is partnering with a leading Outsourcing/BPO consultancy to find a Trust Safety Investigator for their team in Lisbon. The company provides mobility services, vehicle and scooter rentals, car sharing, and food delivery services.
Job Summary
This role involves reviewing escalated cases for policy violations or safety concerns, responding to customer inquiries via phone, helpdesk, and live chat, and performing outbound calls to collect evidence. The successful candidate will provide excellent customer service, maintain a deep knowledge of the company's services, and make informed decisions based on analysis.
Key Responsibilities
- Case Review: Assess escalated cases for potential policy violations or safety concerns.
- Customer Service: Respond to customer inquiries via phone, helpdesk, and live chat, providing effective solutions and alternatives within time limits.
- Evidence Collection: Perform outbound calls to collect evidence from drivers and customers.
- Knowledge Management: Maintain a deep knowledge of the company's services to provide efficient support and proactive suggestions.
- Decision Making: Make informed decisions based on analysis, applying established policies and guidelines.
Requirements
- A C1-C2 level of Latvian language and B2 English, both oral and written.
- The ability to thrive in a dynamic, team-focused 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.
- Sponsored yearly flight back home.
- Partially paid two weeks training.
- Shifts on weekly rotation with colleagues covering 24/7 line operating hours.
- A temporary contract for 12 months, with a possibility of permanent employment after 2 years.
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