Incident Management Specialist

inDrive
Lima
Workplace: HybridFull timePEN 3,080 - 3,080 monthlyFunction: Customer Support (Service Desk)Skills: ["Stress resistance","Initiative","Decision-making","Teamwork","Communication"]

Handle customer interactions via phone and email, resolving complaints and ensuring high-quality, prompt incident resolution. Triage and process incoming user requests through the admin, including conflict, sexual harassment, and criminal incident cases. Collect panel data to support incident analysis and recommend improvements to reduce incident volume and enhance resolution quality. Work within a global customer support team, staying calm and making decisions under pressure.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
inDrive
inDrive
3 hours ago

Incident Management Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle customer interactions via phone and email, resolving complaints and ensuring high-quality, prompt incident resolution. Triage and process incoming user requests through the admin, including conflict, sexual harassment, and criminal incident cases. Collect panel data to support incident analysis and recommend improvements to reduce incident volume and enhance resolution quality. Work within a global customer support team, staying calm and making decisions under pressure.
Location: Lima
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Interact with customers through phone calls and emails, providing explanations and resolving complaints.
  • •Resolve incidents promptly and at high quality, including conflict, sexual harassment, and criminal incident cases.
  • •Process incoming user requests from the admin and manage incident-related workflows.
  • •Collect panel data for incident analysis to support investigations and reporting.
  • •Suggest improvements to the quality of incident resolution and help reduce incident frequency.

Pay and Benefits

Salary: PEN 3,080 monthly

Key Requirements

  • •High stress resistance and the ability to stay calm and make decisions under pressure during high-stress incidents.
  • •Ability to take initiative and remain proactive in incident handling.
  • •Experience handling complex information and managing large volumes of requests.
  • •Teamwork and collaboration with colleagues in a support environment.
  • •Ability to handle accidental cases (a plus).
Skills:Stress resistanceInitiativeDecision-makingTeamworkCommunication

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