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Travel Trust - Oxford, Oxfordshire, United Kingdom - ABL Recruitment
Description
Role:
Travel Trust & Safety AdvisorExpected duration: 12 months (With a view to extend and possibly convert to permanent)
Pay rate:
£13.00 per hour + Holiday pay (Equivalent to 33 days after 3 months)
Work location: 2 days in the office in Oxford, and 3 days from homeHours: 37.5 per week, 9am-5.30pm; will include working one in two weekends (both Saturday and Sunday) - 2 weekends per monthStart: ASAPLocation: OxfordOur client is a global travel and tourism and travel technology business.
The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all travel experiences suppliers & bookings as well as holiday rentals.
This position is an outstanding opportunity for a smart, energetic, responsible, self-motivated person who excels in customer support and attention to detail.
The Trust and Safety Advisor will validate new supplier sign-ups/accounts and provide support to customers who contact TripAdvisor regarding trust and safety issues.
This is NOT a customer service role, it does have customer facing components by phone and email, but it is not the focus of the job.
Your Primary focus will be on validation checks for holiday rentals verifying property is safe and customer is safe (i.e., payments).
For the travel experiences section, you will be verifying suppliers (tour and experience owners).Key responsibilitiesThe primary responsibility for the role will beAssisting with validation checks of advertisers so they can advertise their property or experience, and for customers to book properties or experiences safely through the site.
Assist in validation checksInvestigate suppliers and bookings using the information provided by the customerAnalyse information and make conclusions in an efficient manner about the legitimacy of the supplier/bookingMake justifiable decisions in regard to evidence found and relating this to how to proceed with new customersUnderstand and meet targets supplied so that customers' expectations and needs are met as efficiently as possibleHave the insight to provide new ideas which would improve and add to the current processes that is used in the Trust and Safety TeamProvide customer support:Make and respond to telephone calls and emails to assist customers with any additional checks as required so to validate them before activation/validate their booking before the check-in dateResolve issues that arise from validation checks and provide clear and concise feedback to the customerHandle any issues associated with the misuse of a customer's account that would affect travellersInvestigate existing suppliers for suspicious or fraudulent behaviourEvaluate the risk that an existing customer would pose to the companyUse in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient mannerRequirementsExceptional attention for detail & high-quality research skillsActive interest in the internet fraud world and a keen desire to learn new skillsProblem solving skills with the willingness to take ownership and resolve issuesAbility to listen and communicate well with an excellent telephone mannerExcellent written skills with proper grammar usage and thorough, yet concise verbiageGood time management and self-organizationAbility to keep calm under pressureDesire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mileSkills and Qualifications:Must be able to work one weekend in every twoPrior experience within a Customer Service role is desirableExperience in a research environment is advantageousMust be confident in using a PCPrior experience with Microsoft Office Software within a Customer Service role is desirableFluent in a second language (Spanish, French, Portuguese, German, Italian.) is desirable but not compulsory
