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Incident Management Specialist

Office - Middle

Pakistan, Lahore

The role involves handling customer interactions via phone and email, resolving complaints, and ensuring exceptional service quality. Responsibilities include managing conflict situations, sexual harassment, and criminal incident reports, processing user requests through the admin panel, collecting data for incident analysis, and recommending improvements to reduce and effectively resolve incidents.

Position not open anymore

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.

Qualifications

  • 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.

Conditions & Benefits

  • Hybrid work schedule
  • Unlimited opportunities for professional and career growth, regular external and internal training from our partners
  • The opportunity to become part of an international team of professionals who create one of the greatest success stories in the global IT industry
  • Initial training
  • Probation period up to 6 months

We offer you all the conditions for professional and personal growth with a rapidly growing tech company. Your resume will be considered within 14 calendar days of receiving it. If your experience meets the requirements of our company, we will contact you.

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