Market Escalation and Trust Senior Associate

2 weeks ago

Pasig, National Capital Region, Philippines Carousell Group Full time
Market Escalation and Trust Senior Associate

About Carousell Group

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, , OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India). Visit here for more information.

Company Description

About Carousell Group

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, , OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India). Visit here for more information.

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.

Job Description

Carousell is one of the world's largest and fastest growing mobile classifieds marketplace. Our mission is to inspire every person in the world to start selling and buying to make more possible for one another. We are currently in 6 markets, Singapore, Hong Kong, Philippines, Malaysia, Taiwan and Indonesia.

The Market Escalation and Trust Senior Associate plays a vital role in the organization. He/She is responsible for co-developing and implementing strategies to prevent and mitigate fraud in all Carousell Markets and will serve as in-market point of contact for the country they are situated in. In addition, the MX Content Senior Associate will report to the T&S Associate Manager and will work together with the MX team, primarily with the Core T&S team.

Day-to-day Responsibilities

  • 30% of the week: Stay up to date with local regulations and applying it to Carousell based on the country of origin, updating our policy and processes based on escalations
  • 60% of the week: Research fraud trends, issue (tech/non-tech) trends and to share findings with operations/tech to reduce incidents of fraud
  • 10% of the week: team meetings, preparing for the meetings (share issue/fraud trends)

Responsibilities include:

  • Be an expert on Carousell's policies, community guidelines and listing rules
  • Minimize and prevent potential loses in relation to our In-App payment feature and all other types of Fraud.
  • Perform root cause analysis for identified issues impacting (but not limited to) Operations, Users, System efficiencies.
  • Identify type of fraud, trends and create rules that support Fraud Prevention and Mitigation.
  • Initiate and drive projects (with Internal and External teams) to improve Departmental and Team metrics.
  • Create timely reports and provide data analysis and trends.
  • Be an escalated point of contact to investigate and resolve technical issues, disputes, fraud, marketplace quality and abuse cases
  • Own and have knowledge of all user-facing Carousell matters related to the local market, so as to be the point of contact among teammates and local authorities where needed
  • Represent Carousell to attend workshops initiated by the local regulatory bodies, operationalise insights and ensuring compliance with local laws and regulations
  • Handle chargeback disputes, using knowledge in credit card policies, creating dispute documentation, and reaching out to both the bank and the merchant/buyer
  • Identify opportunities in existing Policies & Procedures and Workflows, and implement solution (in all governing workflows of Marketplace Quality and Trust & Safety). Create new workflows as deemed necessary.
  • Work directly with the Operations and Shared Services team to support agents(Tier 2 to Tier 5) in delivering quality and efficient service to our users .
  • To assist with chinese translation needs e.g FAQs for Help Centre, ticket templates
  • Be able to perform service recovery
  • Respond to trust-related escalation from different channels in the organization (Eg. Slack).

Qualifications

  • Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
  • Remain up to date on key workflow changes, operational guidelines, policy updates and community guidelines
  • Demonstrate mastery of product knowledge, policies and workflows; remain apprised of updates in a timely manner.
  • Confident and creative problem solver; able to drive progress and explore innovative solutions
  • Collaborative; skilled working with cross-functional or remote peers/teams
  • Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively.
  • Time Management; Concentrates his/her efforts on priorities.
  • Ability to multi-task and remain cool under pressure, organize and work with rapidly changing priorities
  • Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence
  • Open-minded; open to varied points of view and able to adapt to different cultural environments
  • Maintain high levels of confidentiality while performing analysis and coaching
  • Strong problem solving skills and strategic thinking to drive improvements
  • Create and maintain Data dashboards to understand and drive performance.

Education, Experience and Requirements

  • 1-2 years of work experience in a customer service role and digital support environment
  • At least 1-2 years of work experience with credit card chargeback disputes
  • Consistent performance in ticketing responsibilities in productivity and quality
  • Excellent verbal and written communication skills in English
  • Able to compose and analyze qualitative and quantitative data
  • A strong understanding of Excel or Google Spreadsheet is preferred

Additional Information

By proceeding with your application, you are adhering to our PDPA policies. In case you are interested to know more, read about our Candidates Personal Data Privacy Statement. Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service
Account Officer (Trust and Investments Group)Category Admin Assistant (Buying Administration)Documentation and Administrative Assistant
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