Incident Management Specialist

inDrive
Islamabad
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Stress tolerance","Initiative","Multitasking","Teamwork"]

Handle customer interactions by phone and email, resolve complaints, and ensure timely incident resolution for complex and high-stress cases. Process incoming user requests via the admin, collect panel data for incident analysis, and propose improvements to incident-resolution quality and reduction. Collaborate with Global Customer Support teams to maintain service standards, while staying calm and making decisions under pressure.

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FursaFursa
inDrive
inDrive
6 days ago

Incident Management Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Handle customer interactions by phone and email, resolve complaints, and ensure timely incident resolution for complex and high-stress cases. Process incoming user requests via the admin, collect panel data for incident analysis, and propose improvements to incident-resolution quality and reduction. Collaborate with Global Customer Support teams to maintain service standards, while staying calm and making decisions under pressure.
Location: Islamabad
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Interact with customers via phone calls and emails, providing explanations.
  • •Resolve complaints and ensure high service quality with prompt incident resolution.
  • •Handle high-quality resolution of incidents including conflict, sexual harassment, and criminal incidents.
  • •Process incoming user requests from the admin and collect panel data for incident analysis.
  • •Suggest improvements to incident-resolution quality and ways to reduce incident frequency.

Key Requirements

  • •Excellent oral and written communication in Urdu and English.
  • •High stress resistance with the ability to remain calm and decide under pressure.
  • •Ability to handle customer incidents and resolve complaints with high quality and promptness.
  • •Ability to process incoming user requests from the admin and work with complex, high-volume information.
  • •Experience handling accidental cases is a plus.
Skills:CommunicationStress toleranceInitiativeMultitaskingTeamwork
Languages:UrduEnglish

Company Brief

inDrive
A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn