• New Job Adverts at Konga Online Shopping Limited

  • Posted on: 17 March, 2015 Deadline: 31 March, 2015
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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.

    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.

    Trust and Safety Specialist

     

    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

    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

    Qualifications & Experience  
    • University degree
    • 1- 3 years post NYSC

    go to method of application »

    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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