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    Customer Service Advisor - Oxford, United Kingdom - ABL Recruitment

    ABL Recruitment
    ABL Recruitment Oxford, United Kingdom

    3 weeks ago

    Default job background
    Description

    Role:
    Travel Trust & Safety Advisor
    Expected 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 home
    Hours: 37.5 per week, 9am-5.30pm; will include working one in two weekends (both Saturday and Sunday) - 2 weekends per month

    Start:

    ASAP

    Location:
    Oxford

    Our client is a global travel and tourism and travel technology business. They are looking for a Trust and Safety Advisor to join their growing team in Oxford.

    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 the business 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 responsibilities
    The primary responsibility for the role will be

    Assisting 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 checks
    Investigate suppliers and bookings using the information provided by the customer
    Analyse information and make conclusions in an efficient manner about the legitimacy of the supplier/booking
    Make justifiable decisions in regard to evidence found and relating this to how to proceed with new customers
    Understand and meet targets supplied so that customers' expectations and needs are met as efficiently as possible
    Have the insight to provide new ideas which would improve and add to the current processes that is used in the Trust and Safety Team


    Provide 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 date
    Resolve issues that arise from validation checks and provide clear and concise feedback to the customer
    Handle any issues associated with the misuse of a customer's account that would affect travellers
    Investigate existing suppliers for suspicious or fraudulent behaviour
    Evaluate the risk that an existing customer would pose to the company
    Use in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient manner

    Requirements
    Exceptional attention for detail & high-quality research skills
    Active interest in the internet fraud world and a keen desire to learn new skills
    Problem solving skills with the willingness to take ownership and resolve issues
    Ability to listen and communicate well with an excellent telephone manner
    Excellent written skills with proper grammar usage and thorough, yet concise verbiage
    Good time management and self-organization
    Ability to keep calm under pressure
    Desire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mile


    Skills and Qualifications:
    Must be able to work one weekend in every two
    Prior experience within a Customer Service role is desirable
    Experience in a research environment is advantageous
    Must be confident in using a PC
    Prior experience with Microsoft Office Software within a Customer Service role is desirable
    Fluent in a second language (Spanish, French, Portuguese, German, Italian.) is desirable but not compulsory
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