Job Description
About Our Client And The Role:
Our client, MNC located in Central Business District, Singapore is looking to hire a talented and experienced person, who will look after a variety of Safety concerns for their community.
The successful candidate will be able to properly identify threatening and harmful circumstances, possess empathetic communication and quick decision making, to assist with escalated issues and initiate the user dispute request process for personal safety incidents. The Safety specialists are responsible for the investigation of cases involving trauma or personal harm or brand risk, and negotiate collaboratively while verifying facts and reaching policy-based determinations for effective resolution. The candidate will maintain high levels of confidentiality while performing investigations, and will comprehensively document investigations through written reports and summaries.
Amongst other responsibilities, the candidate will also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. He/she will work with Safety support teams to develop and enhance internal policies and tools.
The Responsibilities:
* Focused on understanding and ramping up on core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
* Recognize case type/severity while de-escalating crisis and managing other people's emotions
* Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
* Working with Safety Lead to develop and enhance internal policies, processes and tools
* Ensure metrics driven performance
* Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
* Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
* Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
* Maintaining high levels of confidentiality while performing investigations
* This role may require schedule flexibility to meet operational needs
The Requirements:
* University Degree and/or at least 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
* Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
* Ability to plan, prioritise and organise tasks and communications
* Ability to learn and adapt to new technologies
* Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
* Excellent time management, negotiation and conflict resolution skills
* Passion for innovation with a 'work smarter', solution and action oriented mindset
* Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
* Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
* Emotional Intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
* Ability to work under pressure and quick decision making when faced with conflicting demands
* Excellent oral and verbal communication skills. Proficiency and Fluency in Mandarin to support and liaise with Native China market
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.