Job Description
The Trust & Safety Specialist will drive operational performance within the team, while gaining exposure to relevant issues affecting other teams at Konga including Dispute Resolution, Retail, Marketplace, and Production.He/She will also have the responsibility for achieving targets related to resolving escalated customer disputes appropriately and in a timely fashion, investigating cases involving the suspected sale of inauthentic/counterfeit goods and/or other categories of fraud, understanding policies related to suspending/blacklisting bad sellers, as well as proactively seeking out and executing opportunities that make Konga a safer and more trustworthy platform for Konga community-members.Duties & Responsibilities
• Understand and execute team workflows (how issues are routed and resolved)• Constantly evaluate workflows and find ways for them to be more efficient, relevant, and valuable both internally and externally• Implement and refine these and other policies and processes: resolving escalated customer disputes (arbitration), investigating cases related to the sale of inauthentic/counterfeit goods and/or fraud• Maintain high levels of confidentiality while investigating escalated disputes• Comprehensively document arbitration investigations through written reports• Evaluate items suspected as inauthentic or counterfeit and recommend inclusion or exclusion from Konga’s platform• Coordinate successfully and proactively with Dispute Resolution, CET, Retail, Marketplace and other key internal Konga stakeholders• Understand trust & safety on Konga’s platform and make actionable recommendations for improvement; support Trust & Safety team in being a voice for customers• Work to deliver a better understanding of Trust & Safety processes internally within Konga and externally to our users
Skills & Competencies • Strong customer empathy: demonstrated by prior customer service or other relevant experience• Strong problem solving ability for the purpose of resolving escalated issues: demonstrated by relevant analytical experiences• Strong communication ability: demonstrated through excellent writing and language skills• Ability to synthesize a variety of information and data-points to execute current policies and guide future policies• Ability to think critically and creatively to identify qualitative and/or quantitative trends that indicate opportunities and/or obstacles• Ability to thrive in flexible, ambiguous, and rapidly-changing environment• Strong leadership potential: demonstrated through success in prior experiences• Strong desire to learn
Qualifications & Experience • University degree• 1- 3 years post NYSC
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