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  • Posted: Mar 17, 2015
    Deadline: Mar 31, 2015
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    Konga Online shopping in Nigeria for phones, clothes, home & kitchen, computers and more at best prices on Konga.com. Enjoy fast delivery service. Buy now!
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    Lead, Trust and Safety

    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.

    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.

    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

    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

    Qualifications & Experience   
    • University degree
    • 3- 5 years post NYSC

    Method of Application

    Interested and suitably qualified candidates should click here to apply online.

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