Multilingual Trust & Safety Investigator Workster is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard Trust & Safety Investigators 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 in content moderation for Bulgaria, Romania, Latvia, Lithuania, Estonia, Croatia, Poland, or Czech.
Your Role
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 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.
Your Qualifications
C1 level in Bulgarian, Romanian, Latvian, Lithuanian, Estonian, Croatian, Polish, or Czech.
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.
The 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, with the possibility of 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.
Water sport activities, soft trekking, and more.
A dynamic and creative team with a positive and friendly atmosphere.
Accommodation provided.
Close to the beach.
Flight costs reimbursed.
Multicultural team.
Progressive company culture.
Sunny weather.
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