Incident Management Specialist

Responsibilities

• Customer communication interacting with customers through phone calls and email
  Providing explanations resolving complaints and ensuring a high level of service
  High quality and prompt resolution of incidents conflict situations cases of sexual harassment and criminal incidents
  Processing incoming requests from users in the admin panel data collection for incident analysis suggestions for improving the quality of incident resolution and their reduction

Qualifications

Competent oral and written speech in Spanish language
English language language will be an advantage
High stress resistance and responsibility Initiative and ability to get things done
Ability to work with a large amount of information in multitasking mode
Stress resilience the ability to remain calm and make decisions under pressure especially during high stress incidents
Teamwork collaboration with colleagues and the ability to work effectively as part of a team to resolve incidents
Ethical conduct adherence to high ethical standards particularly when handling sensitive customer information and resolving complaints
Customer focus a commitment to meeting customer needs and providing a positive customer experience Creativity the ability to find innovative solutions when dealing with complex or unique incidents Learnability a desire and ability to continuously learn and improve skills in response to changing technology and processes