Workster is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard Trust & Safety Investigators 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 in content moderation for  Latvia, Lithuania, Estonia, Croatia, Poland or Czech.

Your Role

  • 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.

Your Qualifications

  • C1 of Latvian, Lithuanian, Estonian, Croatian, Polish, Czech or Greek
  • B2 level of English
  • 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.

The Offer

  • 22 days of holiday
  • Private health insurance
  • Yearly flight home sponsored
  • Relocation support with flight costs reimbursement and a room
  • Support of employees experienced in helping relocating colleagues
  • Free Portuguese classes
  • Temporary contract for 12 months, Permanent after 2 years.
  • Training compensation about 50% – around 15 working days
  • After the training schedule for 8 hours daily, 5 times per week in shifts on weekly rotation with colleagues covering line operating hours from Monday to Sunday, 24/7
  • Water sport activities, soft trekking and more
  • A dynamic and creative team with positive and friendly atmosphere