About the role:

The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all TripAdvisor Experiences suppliers & bookings. The Trust and Safety Advisor will validate new supplier sign-ups and provide support to customers who contact TripAdvisor Experiences regarding trust and safety issues.

This position is an outstanding opportunity for a smart, energetic, responsible, self-motivated person who excels in customer support and attention to detail.

Key responsibilities:

The primary responsibility for the role will be assisting with validation checks of suppliers so they can advertise their property with us, and for customers to book experiences safely through our site.

  • Assist in validation checks for new suppliers and booking travellers:
  • Investigate suppliers and bookings using the information provided by the customer
  • Analyse information and make conclusions in an efficient manner about the legitimacy of the supplier/booking
  • Make justifiable decisions in regards to evidence found and relating this to how we can proceed with new customers
  • Understand and meet targets supplied so that we meet all our customers’ needs as efficiently as possible
  • Have the insight to provide new ideas, which would improve and add to the current processes that we use in the Trust and Safety Team

Provide customer support:

  • Make and respond to telephone calls and emails to assist customers with any additional checks we may need to validate them before activation/validate their booking before the check-in date
  • Resolve issues that arise from validation checks and provide clear and concise feedback to the customer
  • Handle any issues associated with the misuse of a customer’s account that would affect travellers
  • Investigate existing suppliers for suspicious or fraudulent behaviour
  • Evaluate the risk that an existing customer would pose to the company
  • Use in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient manner

Attributes required within the Trust and Safety Team:

  • Exceptional attention for detail & high-quality research skills
  • Active interest in the internet fraud world and a keen desire to learn new skills
  • Problem solving skills with the willingness to take ownership and resolve issues
  • Ability to listen and communicate well with an excellent telephone manner
  • Excellent written skills with proper grammar usage and thorough, yet concise verbiage
  • Good time management and self-organization
  • Ability to keep calm under pressure
  • Desire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mile
  • Being an open and honest team player
  • Desire to thrive in a hardworking team
  • Ability to challenge ideas and ask questions
  • Demonstrate pro-activity and responsibility

Skills and Qualifications:

  • Must be able to work a shift pattern including Monday- Friday 06:00-14:30, 09:00-17:30 or 14:00-22:30 on a rotational basis, plus 1 weekend per month (09:00-17:30)
  • Prior experience within a Customer Service role is desirable
  • Experience in a research environment is advantageous
  • Must be confident in using a PC
  • Prior experience with Microsoft Office Software and an image-editing package (i.e. Photoshop) within a Customer Service role is desirable
  • Fluent in a second language (Spanish, French, Portuguese, German, Italian, Japanese, Chinese etc.) is desirable but not compulsory

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