Job Vacancy: Incident Management Specialist

Company: inDrive

Department: Customer Service and Experience

Employment Type: Full Time

Workplace Type: Onsite

Location: Tanzania

About inDrive

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.

Key Responsibilities

• Customer Interaction: Interact with customers through phone calls and emails, providing clear explanations.

• Complaint Resolution: Resolve complaints effectively while ensuring a high level of service delivery.

• Incident Management: Provide high quality and prompt resolution of critical incidents, such as conflict situations, cases of sexual harassment, and criminal incidents.

• System Processing: Process incoming requests from users within the admin panel.

• Data Collection: Collect panel data to assist with detailed incident analysis.

• Continuous Improvement: Provide suggestions for improving the overall quality of incident resolution and reducing their occurrence.

Skills, Knowledge and Expertise

• Language Proficiency: Excellent oral and written speech in the English language.

• Stress Tolerance: High stress resistance with the ability to remain calm and make solid decisions under pressure, especially during high-stress incidents.

• Proactivity: Strong ability to take initiative and work independently.

• Information Handling: Ability to work efficiently with a large amount of complex information.

• Teamwork: Strong collaboration skills to work effectively with colleagues.

• Preferred Experience: Experience in handling accidental cases is considered a plus.

How to Apply

To apply for this role, please submit your application through the official inDrive careers portal by selecting the Apply Now option on the job listing page.

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