The Role
Handle customer inquiries via phone and email, resolve incidents (including harassment and criminal cases), process admin-panel requests and appeals, collect incident data for analysis, and suggest process improvements to reduce incidents.
Summary Generated by Built In
We are looking for an Incident Management Specialist role in Pakistan to handle customer interactions and incident resolution. If you are stress-resistant, can multitask, and are customer-focused, you can apply!
Key Responsibilities
Key Responsibilities:
- Customer Communication – Handling customer inquiries via phone and email, providing explanations, resolving complaints, and ensuring high-quality service.
- Incident Resolution – Efficiently managing and resolving conflicts, including cases of harassment and criminal incidents.
- Request Processing – Handling user requests in the admin panel (reviews and appeals) and emails.
- Data Collection – Gathering information for incident analysis and reporting.
- Process Improvement – Suggesting ways to enhance incident resolution and reduce their occurrence.
Key Competencies:
- Stress Management – Staying calm and making decisions under pressure.
- Teamwork – Collaborating effectively to resolve incidents.
- Ethical Conduct – Maintaining high ethical standards when handling sensitive information.
- Customer Focus – Commitment to excellent customer service.
- Creativity – Finding innovative solutions for complex cases.
- Continuous Learning – Willingness to adapt and grow in response to new challenges.
Skills, Knowledge & Expertise
Requirements:
- Strong oral and written communication skills.
- High stress resilience and responsibility.
- Initiative and ability to get things done.
- Ability to process large volumes of information in a multitasking environment.
- Fluent in Urdu/ English
Job Benefits
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
Final benefits may vary depending on the location.
About
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.Ready to ignite your inner drive?
Skills Required
- Strong oral and written communication skills
- High stress resilience and responsibility
- Initiative and ability to get things done
- Ability to process large volumes of information in a multitasking environment
- Fluent in Urdu and English
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
