Trust & Safety Specialist (Customer Relations) - London, United Kingdom - ABL Recruitment
Description
Job Description
:
Trust & Safety Specialist
Pay Rate:
£ £14.88 Hourly + Holiday pay
Expected duration: 4 months (May extend)
Start:
Immediate
Location:
London - Hybrid working
Working hours:
Monday to Friday - Flexible start time between 8 am - 10am (Occasional 1 day weekend) 40 hrs per week
Responsibilities**- Effectively manage customer escalations across Europe in liaison with our third-party provider and customer service teams.
- Continuously monitor and audit third party performance in resolving customer claims and items identifying where any misses may have occurred.
- Ensure the thirdparty provider is compliant with our procedures and SLAs while achieving quality and performance metrics.
- Effectively manage off boarding requests from Delivery Service Providers, ensuring they are fair and consistent with our procedures and SLAs.
- Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
- Escalate unresolved situations, unclear processes and guidelines to the Management Team and therefore works continuously to improve customer satisfaction.
- Provide feedback and information about new emerging issues from customers to the Management Team.
- Effectively communicate with both internal and external customers and stakeholders, by adjusting the communication style to the audience.
- Display a positive attitude and optimism at work and proactively encourages the same in others easily gains trust and support of the wider organisation.
Requirements:
- Has experience in dealing with customers
- Has experience in investigating escalations
- Is proficient in English and one of the following languages: Italian, French, Spanish, German, Dutch
- Is proficient in a third language (Italian, French, Spanish, German, Dutch, Turkish)
- Can thrive in an ambiguous and fastpaced work environment.
- Can effectively communicate (both verbally and in writing) and comfortably engage with internal / external stakeholders and customers to create and manage relationships with members of other business teams, to foster collaboration and customer satisfaction.
- Leverages team knowledge across several speciality areas to help resolve recurring customer issues.
- Can selfmanage on priority tasks and objectives.
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