Fraud Investigation & Client Support Executive

Role: Fraud Investigation & Client Support Executive

Hourly Rate: £12 per hour + Holiday pay

Schedule: Friday, Saturday, Sunday, Monday between 8AM – 8PM (1-hour unpaid lunch); 36 hours per week

Expected duration: ongoing (Could lead to permanent)

Location: Oxford

Start: ASAP

Job Description:

Our client is a global enterprise and a world leader in e-commerce hospitality services. This role will be to work as part of their trust and safety team. This team is responsible for providing a professional and consistent level of authentication for all the experiences suppliers & bookings offered on the site. Your role will involve validating new supplier enrolments and providing support to customers who contact the business regarding experience bookings in relation 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:

• Assist with validation checks of suppliers who intend to advertise properties through the platform, and for customers to book experiences safely through the site.
• Investigate suppliers and bookings using the information data provided by customers
• Analyse data and conclude the legitimacy of the supplier/booking
• Understand and meet targets supplied so that all customers needs are met as efficiently as possible
• Have insight to provide new ideas which would improve and add value to current processes
• Make and respond to telephone calls and emails to assist customers with any additional checks so to validate them before validating or activating their booking before the check-in date
• Resolve any issues that arise as a result of validation checks and provide clear feedback to the customer
• Handle any issues associated with the misuse of a customer’s account that would affect travellers
• Investigate current supplier accounts for suspicious or fraudulent behaviour
• Use in-house tools to recognise increased threat of an existing account and act upon that information in an effective manner

Requirements

• Prior experience within a Customer Service role is desirable
• Experience in a research environment is advantageous
• Fluent in a second language (Spanish, French, Portuguese, German, Italian etc.) is desirable but not essential.
• Exceptional attention to detail, and exceptional research skills
• Active interest in internet fraud and a 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
• High standard and professional writing skills
• Ability to exceed customer expectations, and a willingness to go the extra mile
• Prior experience with Microsoft Office Software and an image editing package (i.e. Photoshop) within a Customer Service role is desirable.