Job Description

Salt is looking to hire a 'Safety Specialist' to assist with escalated issues and initiate the user dispute request for personal safety incidents. Our specialists will be 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.
Responsibilities
Focused on understanding and ramping up on core work, by establishing and maintaining rapport with 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 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.
Qualifications
University Degree and/or 3+ years relevant experience
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
Proficiency and Fluency in Mandarin and English (Spoken and Written)
Manage your job search in the right direction by applying via the links below.
CEI No: R1763696 | Licence No: 07C3147
Salt is acting as an Employment Business in relation to this vacancy.

Skills Required