Trust & Safety Investigator (Polish)

We are working with a leading Outsourcing/BPO consultancy. They are seeking to onboard a Trust & Safety Investigator 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.
Position: Trust & Safety Investigator
Location: Lisbon, Portugal
Employment type: Full-time
Schedule: changes weekly - 8 hours shifts with breaks, 5 times per week Monday to Sunday, 24/7
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES:
Review and assess escalated cases for potential policy violations or safety concernsRespond to client customers inquiries via phone, helpdesk and live chatPerform outbound calls during the investigation, to collect proofs of their complaints, from drivers and customersProvide 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 empathyHandle client customers complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolutionsMaintain a deep knowledge of client services to provide efficient support and proactive suggestionsMake informed decisions based on the analysis, applying established policies and guidelinesComply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information.
REQUIREMENTS:
Fluent in Polish and English, both oral and writtenThe ability to thrive in a dynamic, team-focused and structured environmentAn ability to make decisions based on rules and policiesA passion for helping others achieve resultsAn ability to handle potentially stressful situations.
OFFER:
22 days of holidayRelocation support with flight costs reimbursement and a single room in a shared apartmentTemporary contract for 12 months, permanent after 2 yearsWeekly rotating shifts covering operating hours from Monday to Sunday, 24/7Private health insuranceSupport of employees experienced in helping relocating colleaguesFree Portuguese classesPartially compensated two weeks long trainingWater sport activities, soft trekking and moreA dynamic and creative team with a positive and friendly atmosphere
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