About this role
Incident Management Specialist
Department: Safety Support Operations
Employment Type: Full Time
Location: Côte d'Ivoire
Description
Key Responsibilities
- Interacting with customers through phone calls and emails, providing explanations
- Resolving complaints and ensuring a high level of service.
- High quality and prompt resolution of incidents such as conflict situations, cases of sexual harassment and criminal incidents.
- Processing incoming requests from users in the admin.
- Panel data collection for incident analysis
- Provide suggestions for improving the quality of incident resolution and their reduction.
Skills, Knowledge and Expertise
- Excellent oral and written speech in Urdu language & English language.
- High stress resistance.
- Ability to take Initiative.
- Ability to work with a large amount complex information.
- Ability to remain calm and make decisions under pressure, especially during high stress incidents.
- Teamwork & collaboration with colleagues.
- Experience in handling accidental cases would be a plus.
Other facts
About inDrive
inDrive is a global mobility and urban services platform. The inDrive app has been downloaded over 390 million times, and has been the second most downloaded mobility app for the third consecutive year. In addition to ride-hailing, inDrive provides an expanding list of urban services, including intercity transportation and delivery. In 2023, inDrive launched New Ventures, a venture and M&A arm.
inDrive operates in 1065 cities in 48 countries. Driven by its mission of challenging social injustice, the company is committed to having a positive impact on the lives of one billion people by 2030. It pursues this goal both through its core business, which supports local communities via a fair pricing model; and through the work of inVision, its non-profit arm. inVision’s community empowerment programs help to advance education, sports, arts and sciences, gender equality and other vital initiatives.
For more information visit www.inDrive.com
What you'll do
- The Incident Management Specialist will interact with customers to resolve complaints and ensure high service levels. They will manage incidents, including conflict situations and criminal incidents, while also collecting data for analysis and suggesting improvements.
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