Incident Management Specialist at inDrive Tanzania

inDrive is an international multiapp headquartered in Mountain View, CA. Our ride-hailing user base exceeds 150M users in more than 700+ cities in 47 countries. And our eNPS rate reaches 65,5%! This is twice and even three times higher than companies usually have, including our competitors.

Currently we're actively growing in Tanzania and looking for Incident Management Specialist .

This position is based in Dar es Salaam, Tanzania .

What will you do:

• Customer Communication Handling customer inquiries via phone and email, providing explanations, resolving complaints, and ensuring high quality service.
• Incident Resolution Efficiently managing and resolving conflicts, including cases of harassment and criminal incidents.
• Request Processing Handling user requests in the admin panel on reviews and appeals and emails.
• Data Collection Gathering information for incident analysis and reporting. Process Improvement
• Suggesting ways to enhance incident resolution and reduce their occurrence.

What we expect from you:

• Strong oral and written communication skills.
• High stress resilience and responsibility.
• Initiative and ability to get things done.
• Ability to process large volumes of information in a multitasking environment.
• Key Competencies:
• Stress Management
• Staying calm and making decisions under pressure.
• Teamwork Collaborating effectively to resolve incidents.
• Ethical Conduct Maintaining high ethical standards when handling sensitive information.
• Customer Focus Commitment to excellent customer service.
• Creativity Finding innovative solutions for complex cases.
• Continuous Learning
• Willingness to adapt and grow in response to new challenges.

What we offer:

• Initial training
• Shift work 5/2 shift work/rotation (morning, daytime. night time)
• Stable salary
• 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

We offer you all the conditions for professional and personal growth with a rapidly growing tech company.

Your resume will be considered within 21 calendar days from the date it was received. If your experience meets the requirements of our company, we will contact you.

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