Job at Konga Nigeria (Trust and Safety Specialist)

Konga.com is Nigeria’s largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa. We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.


Job Title: Trust and Safety Specialist

Location
Lagos

Job Field
Medical, Health, Safety

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 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 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

APPLY HERE

http://jobs.konga.com/candidateapp/Jobs/Categories/Customer_Experience_Team/68d57ff36f234656a46f7e0bc2d48ee5