Job Title: Lead, Trust and Safety
Company: Konga.com
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 3 years
Location: Lagos, Nigeria
Job Field: Medical / Health / Safety
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Konga.com is Nigeria's largest online marketplace. We launched in July 2012 and our mission is to become the engine of ecommerce and trade in Africa.
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We serve an ever expanding customer base, offering products that span various categories including Phones, Computers, Clothing, Shoes, Home Appliances, Books, Healthcare, Baby Products, personal care and much more.
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Job Description:
With a diverse and growing marketplace, Konga has to constantly enforce policies that ensure buyer safety and trust, while looking out for customer feedback and data patterns that suggest a need for policy changes (everything from how we resolve escalated disputes to how we identify and deal with suspected counterfeit/inauthentic goods). The Trust & Safety Lead will drive operational performance and provide
inspirational leadership within the team, while interfacing successfully with external teams including Dispute Resolution, Retail, Marketplace, and Production.
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The Trust & Safety Lead has 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.
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Duties & Responsibilities:
• Lead the implementation of the team's current and future policies and processes
• Participate in and help identify new projects that improve customers' perception of Konga as a safe & trusted platform.
• Act as primary owner of team workflows (how issues are routed and resolved); have a working knowledge of workflows and train and coach others to ensure they are followed
• 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 and interface successfully and proactively with Dispute Resolution, CET, Retail, Marketplace and other key internal Konga stakeholders
• Comprehensively understand trust & safety on Konga's platform and make actionable recommendations for improvement; support Trust & Safety team in being a voice for customers
• Working to deliver a better understanding of Trust & Safety processes internally within Konga and externally to our users
• Write and conducts performance evaluations, and set performance goals and objectives for Trust & Safety specialists; manage employee issues regarding attendance/time off, performance, conduct, and deliver appropriate corrective action as needed
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Skills & Competencies:
• Strong customer empathy: demonstrated by prior customer service or other relevant experience
• Strong leadership ability: demonstrated through prior experiences successfully developing and motivating a high performing team
• Strong problem solving ability for the purpose of resolving escalated issues: demonstrated by relevant analytical, management, and/or supervisory experiences
• Demonstrated change management aptitude and ability: demonstrated by prior roles involving bringing about change, developing creative solutions, and/or applying new ways to develop a business through improved management of people and processes
• 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 or quantitative trends that indicate opportunities and/or obstacles
• Ability to thrive in flexible, ambiguous, and rapidly-changing environment
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Qualifications & Experience:
• University degree
• 3- 5 years post NYSC.
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