Incident Management Specialist
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At a glance
Job overview
The role involves interacting with customers via phone and email, resolving complaints and high‑stress incidents, processing requests, collecting data for analysis, and suggesting improvements to incident resolution.
Skills & qualifications
Skills
Full job description
Incident Management Specialist Department: Global Customer Support Employment Type: Full Time Location: Pakistan
Description 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
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Interacting with customers through phone calls and emails, providing explanations
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Resolving complaints and ensuring a high level of service.
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High quality and prompt resolution of incidents such as conflict situations, cases of sexual harassment and criminal incidents.
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Processing incoming requests from users in the admin.
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Panel data collection for incident analysis
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Provide suggestions for improving the quality of incident resolution and their reduction.
Skills, Knowledge and Expertise
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Excellent oral and written speech in Urdu language & English language.
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High stress resistance.
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Ability to take Initiative.
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Ability to work with a large amount complex information.
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Ability to remain calm and make decisions under pressure, especially during high stress incidents.
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Teamwork & collaboration with colleagues.
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Experience in handling accidental cases would be a plus.
Why join us
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Help us challenge injustice by creating fair choices for millions of people across 48 countries.
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Develop your professional skills with access to mentoring, career consulting, and learning programs.
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Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
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Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
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Work alongside people who take initiative, speak openly, and challenge themselves to grow.
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Improve your language skills through co-financed courses and internal speaking clubs.
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Final benefits may vary depending on the location.
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