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 InvestigatorLocation: Lisbon, PortugalEmployment type: Full-timeSchedule: changes weekly - 8 hours shifts with breaks, 5 times per week Monday to Sunday, 24/7Remuneration: Base salary.DUTIES AND RESPONSIBILITIES: Review and assess escalated cases for potential policy violations or safety concerns Respond to client customers' inquiries via phone, helpdesk, and live chat Perform outbound calls during the investigation to collect proof 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 customers' 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: Fluent Polish and English, both oral and written 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. OFFER: 22 days of holiday Relocation support with flight costs reimbursement and a single room in a shared apartment Temporary contract for 12 months, permanent after 2 years Weekly rotating shifts covering operating hours from Monday to Sunday, 24/7 Private health insurance Support of employees experienced in helping relocating colleagues Free Portuguese classes Partially compensated two weeks long training Water sport activities, soft trekking, and more A dynamic and creative team with a positive and friendly atmosphere #J-18808-Ljbffr