Job Description

Incident Management Specialist

Department: Global Customer Support

Employment Type: Full Time

Location: Pakistan

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.

• 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

• 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