David Kennedy Recruitment is 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 concerns
• Respond to client’s customers inquires via phone, helpdesk and live chat
• Perform outbound calls during the investigation, to collect proofs of their complains, 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’s 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:

• C1-C2 level of Latvian language and B2 English, both oral and written
• The ability to thrive in a dynamic, team-focused and structured environment
• An ability to make decision based on rules and policies
• A passion for helping others achieve results
• An ability to handle potentially stressful situations.

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
• Temporary contract for 12 months, permanent after 2 years
• Private health insurance
• Relocation support with flight costs reimbursement and a room
• Support of employees experienced in helping relocating colleagues
• Free Portuguese classes
• Water sport activities, soft trekking and more
• A dynamic and creative team with positive and friendly atmosphere.