TRUST & SAFETY INVESTIGATOR (LATVIAN)

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.