Incident Management Specialist

Department: Customer Service and Experience

Employment Type: Full Time

Location: Nigeria

Description

Key Responsibilities

• Interacting with customers through phone calls and emails, providing explanations
• Resolving complaints and ensuring a high level of service.
• High quality and prompt resolution of incidents such as conflict situations, cases of sexual harassment and criminal incidents.
• Processing incoming requests from users in the admin.
• Panel data collection for incident analysis
• Provide suggestions for improving the quality of incident resolution and their reduction.

Skills, Knowledge and Expertise

• Excellent oral and written speech in English language.
• High stress resistance.
• Ability to take Initiative.
• Ability to work with a large amount complex information.
• Ability to remain calm and make decisions under pressure, especially during high stress incidents.
• Teamwork & collaboration with colleagues.
• Experience in handling accidental cases would be a plus.