Czech-Speaking Trust and Safety Expert
3 semanas atrás
About the Role: As a Trust and Safety Investigator, you will play a critical role in ensuring the safety and compliance of our platform. Located in Lisbon, Portugal, you will be part of a dynamic team that values customer satisfaction.
Your Responsibilities:
- Review Escalated Cases: Assess and investigate potential policy violations or safety concerns raised by customers and drivers.
- Customer Interaction: Handle inquiries via phone, helpdesk, and live chat, providing support and empathy, especially during critical safety cases.
- Outbound Investigations: Conduct outbound calls to gather additional information and verify complaints from both riders and drivers.
- Resolve Issues with Care: Address customer complaints, provide solutions, and follow up to ensure complete resolution while maintaining a high level of customer service.
- Deep Knowledge of Services: Stay informed about the company's services to proactively provide suggestions and efficient support.
- Policy-Based Decisions: Analyze cases and make decisions based on established guidelines and policies.
- Confidentiality Compliance: Safeguard customer information by adhering to corporate confidentiality policies.
Requirements:
- Language Skills: Native-level fluency in Czech (C1-C2) and strong English proficiency (B2), both oral and written.
- Problem-Solving Mindset: Ability to make sound decisions based on policies and adapt to dynamic situations.
- Customer Focused: A passion for helping others and providing empathetic, effective support.
- Resilience: Ability to handle stressful situations with composure, especially in sensitive or urgent cases.
- Team-Oriented: 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 & Development: Receive compensated training 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.
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