Estonian Speaking Trust and Safety Investigator - Lisbon

Lisbon, Portugal - Office based

Our client is recruiting Estonian speakers for this Trust and Safety Investigator role.

Gross salary per month is €1040 + free accommodation for the whole 12 month contract (own room in a shared house/apartment). Alternatively if no accommodation is required gross salary can be €1295 per month instead.

Key Responsibilities:

1. Case Review & Assessment:
• Evaluate escalated cases to identify potential policy violations or safety concerns.
2. Customer Interaction:
• Respond to customer inquiries through various channels, including phone, helpdesk, and live chat.
• Address inquiries and concerns effectively, especially critical safety cases, while demonstrating empathy.
3. Outbound Communication:
• Conduct outbound calls to gather evidence related to complaints from both drivers and customers.
4. Customer Service Excellence:
• Provide exceptional service to both riders and drivers by resolving their issues within time limits.
• Offer appropriate solutions and alternatives and follow up to ensure resolution.
5. Client Services Expertise:
• Maintain in-depth knowledge of Client services to provide efficient and informed suggestions.
6. Decision-Making:
• Make informed decisions based on thorough analysis and established policies.
7. Confidentiality & Security:
• Adhere to corporate confidentiality policies and ensure the proper handling of customer information to guarantee data security.

Requirements

C2 Estonian and b2 English, candidates must also have work permission for Portugal ie an EU passport or a Portuguese residence card.

Willingness to work shifts and weekends is essential and good general computer skills

* Please note relocation to Lisbon is Mandatory and b2 English is required