Incident Management Specialist

inDrive; Pakistan; On-site; PKR 670,000 - 1,116,000; Full time

Job summary

inDrive is seeking an Incident Management Specialist in Pakistan to handle customer interactions and resolve incidents. The role requires resilience, multitasking, and a customer-focused approach across a global support context.

You will interact with users via calls and emails, resolve complaints, and contribute to incident analysis. The position emphasizes timely, accurate communication and continuous improvement in service quality.

Qualifications

• Excellent Urdu and English language skills.
• Ability to work under high stress and multitask.
• Customer-focused mindset and initiative in addressing incidents.

Responsibilities

• Interact with customers via phone and email to explain incidents and resolutions.
• Resolve complaints and ensure high-quality service delivery.
• Handle incidents such as conflicts, harassment, and criminal matters with prompt resolution.
• Process incoming admin requests from users.
• Collect panel data for incident analysis.
• Suggest improvements to incident resolution quality and reduction.

Skills

Urdu & English

Stress resistance

Initiative

Info analysis

Calm under pressure

Teamwork

Accident case handling

Job description

Incident Management Specialist

Department: Global Customer Support

Employment Type: Full Time

Location: Pakistan

Description

We are looking for an Incident Management Specialist role in Pakistan to handle customer interactions and incident resolution. If you are stress-resistant, can multitask, and are customer-focused.

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 Urdu language & 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.

Why join us

• Help us challenge injustice by creating fair choices for millions of people across 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.
• Final benefits may vary depending on the location.