Konga.com is Nigeria's largest online marketplace. We launched in July 2012 and our mission is to become the engine of e-commerce and trade in Africa.
We are recruiting to fill the below position:
Job Title: Trust and Safety Specialist
Ref No: 150317-2
Job Type Full-Time
Location: Lagos
Reporting Line: Trust and Safety Lead
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/or 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
Qualifications & Experience
University degree
1- 3 years post NYSC
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/or obstacles
- Ability to thrive in flexible, ambiguous, and rapidly-changing environment
- Strong leadership potential: demonstrated through success in prior experiences
- Strong desire to learn
How to Apply
Interested and qualified candidates should:
Application Deadline Date
24th March, 2015
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