Trustap is a fast-growing fintech platform that makes online transactions safer and more transparent. We power secure payments and dispute resolution for marketplaces, Ecommerce stores and individual transactions. Our mission is simple — to make buying and selling online safe and simple.We're looking for a proactive, collaborative, and solutions-drivenCustomer Support and Dispute Resolution Specialist(with Italian fluency) to join our growing team. The successful candidate will be responsible for providing exceptional customer support to users of Trustap-powered marketplaces, and for resolving buyer disputes efficiently. This role requires excellent communication skills, problem-solving and decision-making abilities, attention to detail, adaptability, and a strong customer-centric mindset.ResponsibilitiesProduct Knowledge:Develop a deep understanding of our products and services to provide accurate and helpful information.- Customer support:provide accurate responses to customer enquiries, diagnose and resolve customer issues efficiently and effectively, currently (but not limited to) via email and live messaging. Maintain clear, open, and professional communication with customers.- Dispute mediation and investigation:act as a mediator between buyer and seller to help them find an agreement, gather and review evidence, and make informed and confident decisions on dispute outcomes.- KPI-Based Performance:Meet or exceed established key performance indicators (KPIs), including:- Quality score- First response time and full resolution time- Customer satisfaction survey scores- Adherence to standard operating procedures (SOPs)- Case Documentation:Accurately document all customer support and dispute details and resolution steps.- Process Improvement:Identify, analyse, and suggest or develop opportunities for process, knowledge base, or product improvements to:- Enhance the customer experience:Streamline workflows, reduce response times, and improve overall customer satisfaction.- Improve dispute resolution efficiency:Develop more efficient complaint-handling procedures and identify areas for product enhancements to improve the user experience.- Escalation Management:Handle escalations from our vendor team, ensuring timely resolution and customer satisfaction.QualificationsCustomer Service Experience:Proven track record of providing exceptional customer service in a professional setting.- Negotiation Skills:Ability to negotiate effectively to reach mutually beneficial solutions.- Problem-Solving and Decision-Making Skills:Ability to analyse complex problems and develop or recommend effective solutions. Confidence in making the right decisions to resolve disputes based on available documentation.- Communication Skills:Ability to communicate verbally and in writing in a simple, clear, and transparent manner.- Fluency in English and Italian:verbal and written- Attention to Detail:Meticulous attention to detail and accuracy.- Adaptability and resilience:Ability to adapt to changing situations and priorities.- Empathy:Genuine empathy and understanding of customer needs and concerns.- Time Management:Strong time management skills to prioritise tasks and meet deadlines.- Teamwork:Ability to collaborate effectively with team members and other departments and to contribute positively to the continuous development of the support function