Trust And Safety Specialist in Lagos, Nigeria

Retail / Wholesales
Sales/Business Development
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

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.

Reporting Line   Trust and Safety Lead

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

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 experience.

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