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Senior Incident Management Specialist

inDriver • Gurugram, Haryana, India • 2d ago

Responsibilities

Reach out to the users who were involved in incidents when it is needed
Listening to calls to customers and analyzing whether the incident was handled correctly by operators Monitoring and analyzing incident data to identify trends, improve processes, and prevent future incidents.
The primary task of the shift Senior is to ensure the reliable and effective execution of tasks by shift members.
The shift Senior is responsible for task allocation and resource management personnel and equipment during the shift. In case of conflicts among employees, the shift supervisor should resolve them or seek assistance from higher management.
Ensuring that new employees receive proper training and integration into work processes.

Qualifications

Coordinate the activities of the customer service team during the assigned shift.
Provide guidance and leadership to customer service representatives to ensure smooth operations.
Address complex customer inquiries or issues and provide solutions.
Resolve conflicts or customer complaints that require senior level intervention.
Assign tasks and responsibilities to team members, ensuring even workload distribution.
Train and mentor team members, helping them develop their customer service skills.
Monitor and maintain the quality of customer service interactions and adherence to company standards.
Evaluate the performance of team members and provide feedback for improvement.
Compile shift reports, including incident summaries and performance metrics, for management.
Manage critical incidents or emergencies that may occur during the shift.
Ensure that team members adhere to company policies and industry regulations.
Maintain effective communication with other shifts and management for a seamless transition of responsibilities.
The ability to remain calm and make decisions under pressure, especially during high stress incidents.
Collaboration with colleagues and the ability to work effectively as part of a team to resolve incidents.
Adherence to high ethical standards, particularly when handling sensitive customer information and resolving complaints.
A commitment to meeting customer needs and providing a positive customer experience.
The ability to find innovative solutions when dealing with complex or unique incidents. A desire and ability to continuously learn and improve skills in response to changing technology and processes.

Conditions & Benefits

Hybrid work schedule
Unlimited opportunities for professional and career growth, regular external and internal training from our partners
The opportunity to become part of an international team of professionals who create one of the greatest success stories in the global IT industry
Probation period up to 3 months

We offer you all the conditions for professional and personal growth with a rapidly growing tech company. Your resume will be considered within 14 calendar days of receiving it. If your experience meets the requirements of our company, we will contact you.

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