Safety Escalation Specialist

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading MultiTech company in Singapore is seeking a Safety Team Specialist to manage safety-related issues and user escalations. The ideal candidate will have a Bachelor's Degree and at least 2 years of experience in customer experience or social work. Responsibilities include crisis management and policy enhancement, requiring excellent interpersonal skills and a calm demeanor under pressure. This role demands flexibility in working hours, including shifts and weekends.

Qualifications

• Minimum 2 years of relevant experience in customer experience or social work.
• Background in crisis management, mediation, or e-commerce is a bonus.
• Strong ability to communicate effectively with community.

Responsibilities

• Manage cases regarding safety concerns and emotional crises.
• Conduct assessments of safety-related incidents.
• Collaborate with the Safety Lead to enhance internal policies.

Skills

Crisis management

Interpersonal skills

Communication skills

Conflict resolution

Ability to de-escalate crises

Education

Bachelor's Degree

Job description

Our client is a leading MultiTech tech company specializing in travel, short and long term homestay experiences. They are looking for candidates to join their safety team specializing in handling safety related issues and escalations from users.

Job Responsibilities

• Management of cases with varying complexities involving safety concerns, proficient in identifying case types and severity levels, adept at de-escalating crises, and managing emotional responses
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Conduct comprehensive assessments of each case, recognizing the severity and urgency of the situation, and implementing appropriate intervention strategies
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of users is satisfied
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed Working with Safety Lead to develop and enhance internal policies, processes, and tools
• Maintaining high levels of confidentiality while performing investigation
• This role may require schedule flexibility to meet operational needs

Job Requirements

• Bachelor's Degree with min 2+ years relevant experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
• Ability to plan, prioritize and organise tasks and communications
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
• Ability to collaborate with internal stakeholders and/or third-party providers to resolve conflicts in a detailed, effective, and timely manner
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Should be Comfortable to work in shift timings and weekends/PH
• Should have good communication and interpersonal skills

If you are keen on this excitingopportunity, kindly ‘Apply Now’.

*Referrals are greatly appreciated*