Trust & Safety Associate-Voice

Description

• Understand and remain updated on changing client policies and guidelines
• Review, classify and/or remove content according to client guidelines, using specific tools and channels
• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team Roles and Responsibilities: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. o Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future reference. o Maintain detailed records of customer issues and feedback for quality and training purposes. o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge.

Requirements

• Strong attention to detail
• Strong coping, emotional resilience, and stress-management skills
• Excellent comprehension, communication, and English language skills
• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• Please note that this role may require you to work in rotational shifts
• Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
• Comfort synthesizing and analyzing information from multiple streams
• Strong critical thinking and decision-making skills

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance