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Safety Investigations Specialist III

2 years

0 Lacs

hyderabad telangana india

Posted:2 weeks ago| Platform: Linkedin logo

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Skills Required

sequence risk support data reports twitter retention management collaborative escalation communication evidence service

Work Mode

On-site

Job Type

Full Time

Job Description

About The Role

L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization. The team detects early signs of brand risk and minimizes the damage against the negative consequences of the same. It not only affects the smooth functioning of the organization but also poses a threat to the brand name.The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to communicate with them directly.

What You'll Do

  • Provide world-class customer support through emails and phone calls for companies and their employees.
  • Work on critical safety incidents reported by riders and driver partners.
  • Document all incidents & Collaborate with partners and work towards any solution ideal for the incident.
  • Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners.
  • Handle Social Media Escalations when someone reports on Facebook/Twitter regarding an incident where their safety was compromised.
  • Help in improving processes so we always optimize for better customer experience. This involves communicating with high-value clients and eye for retention in times of problems for the clients and companies.
  • Contribute to building the team and the organization for long-term success
  • Partner and stakeholder management.
  • Work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
  • The candidate in this role would be Uber's last point of escalation on safety edge cases
  • Non-safety HRE cases: When a non-safety HRE is med/high risk, this team will handle them.
  • This position operates 24/7 with rotational weekend off

Basic Qualifications

  • 2 years of experience in related field
  • Problem Solving & Critical Thinking + Detail oriented
  • Communication skills (written & verbal) in English
  • Stakeholder Management
  • Decision making
  • Customer Obsession
  • Should be able to identify customer problems swiftly and accurately while solving queries as this can impact company relations
  • Should be able to document all incidents in detail following format and logic
  • Strong customer obsession attitude with evidence of making independent and appropriate decisions for the customer
  • Customer Service

Preferred Qualifications

  • Ability to document all incidents in detail.
  • Ability to stay calm under high-pressure situations.
  • Open to all modes of support (email, phone support).
  • Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
  • Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer.
  • Outstanding spoken and written English with the ability to speak an additional language
  • Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
  • Strong customer obsession attitude with evidence of making independent and appropriate decisions for the customer
  • Willingness to work in shifts (rotating day/night shifts, rotating weekend offs. Total working hours will be 40 hours a week, 5 days, 8 working hours each day).
  • Prior experience handling sensitive subject matter e.g. safety, platform abuse, policy violation, investigations
  • Phone support background preferably in CAST
  • Project Management experience
  • Fluency in regional languages - Hindi, Tamil, Kannada etc

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Technology, Information and Internet

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